Senior Customer Service Representative

Description

COMPANY OVERVIEW

CentroMed is 501(c) (3) non-profit organization that provides healthcare for all populations is a primary care provider and Federally Qualified Health Center (FQHC) with multiple locations throughout San Antonio and the New Braunfels area. Over the past 50 years, CentroMed has changed lives while remaining dedicated to the mission and vision of being a premier healthcare provider in the community. Join our team of dedicated professionals in providing comprehensive care and quality customer service to our community.

Founded in 1971 by CEO and President Ernesto Gomez, PHD, CentroMed has grown from a community based program focused on providing culturally competent care for underserved populations, to a network of high quality healthcare clinics across San Antonio and New Braunfels providing full- service health and dental care to all populations, regardless of income limitations.

We are a mission focused organization that wants to be the heart of our communities. We invite you to visit CentroMed and discover how we can be your medical home.

MISSION

We improve lives through improving the well-being of families through high quality, compassionate health care.

CORE VALUES

RESPECT We treat all persons with dignity and compassion

INTEGRITY We build trust through honesty, word and deed

EXCELLENCE We use best practices to deliver exceptional quality care

AFFORDABILITY We manage resources to provide affordable health care

TEAMWORK We work together as a team in the interest of patient care

JOB SUMMARY:

The Senior Customer Service Representative (Senior CSR) plays a key leadership role in ensuring exceptional patient experiences at El Centro del Barrio clinics. This position assists in overseeing daily operations of the Contact Center, including staff training, performance monitoring, and quality assurance. The Senior CSR serves as a resource and mentor to staff, fostering a culture of excellence and continuous improvement in patient service delivery.

DUTIES AND RESPONSIBILITIES:

Develop and implement standardized training and curriculum for staff.

Provides oversight for consistent patient scheduling (i.e., all patient appointments) protocols and service standards

·Develop and report metrics that measure the effectiveness of activities to support organizational goals

Provide timely and effective coaching for improvement with staff.

Perform quality assurance checks on staff to ensure they meet department standards.

Coach to provide excellent customer service to callers adhering to “first call resolution.”

Provide ongoing coaching, training and supervision of the call flow; to ensure call proficiencies are in adherence.

Demonstrate a strong ability to schedule patient appointments according to established protocols by service line.

Demonstrate a basic understanding of insurance and eligibility programs.

Understands and upholds CentroMed’s mission and values relating to ethics, integrity, safety, corporate responsibility and objectives

Actively participates in maintaining high levels of excellent customer service internally and externally

Abide by policies and procedures set forth by CentroMed

Participate in the agency’s Quality Improvement Program.

Ensure the protection and security of all personal, confidential and identifiable information in a professional and responsible manner and carry out all measures to prevent from unauthorized disclosures.

Demonstrating and maintaining the standards and requirements of the Health Insurance Portability and Accountability Act (HIPAA).

Assists in training new employees in performing their job duties as requested

Performs all duties in conformance to appropriate safety and security standards.

Performs other duties assigned.

Work must be performed on-site as designated

Requirements

QUALIFICATIONS:

Education: High School Diploma or equivalent

Experience Minimum three years administrative experience in a healthcare setting

Strong clerical skills with keyboarding and basic math, computers and calculator

Possess mental ability to conduct interviews with better than average attention to detail

Other Professional skill level in telephone techniques

Bilingual/Bicultural (preferred)

PHYSICAL REQUIREMENTS

• Must be able to perform the essential functions of the position.

• Must be able to deliver excellent customer service, externally and internally

• Must be able to meet the attendance requirements of the position.

• Work must be performed at designated on-site location(s)

• Must not pose a threat to the health or safety of other individuals in the workplace.

• Physical ability to lift up to 20 pounds unassisted.

CentroMed is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.