Purpose: The Customer Service Representative (CSR) is responsible for a variety of office tasks necessary to provide medical services at WWFHC. These tasks include, but are not limited to: appointment scheduling, patient intake, fee calculation and collection, electronic and manual filing, accurate chart preparation and updating, maintaining and balancing a cash drawer, insurance enrollment and verification, applying appropriate codes, checking out patients, answering phone calls, and other duties as assigned by supervisor.

PART I: ESSENTIAL POSITION FUNCTION AND DUTIES

• Required to be in their assigned work area at all times except for designated breaks or lunch.
• Welcomes and greets guests in a timely fashion and notifies the appropriate staff of the guest’s request.
• Welcomes and greets patients, completes the check-in and intake process in a timely matter.
• Must monitor lobby area a minimum of every 30 minutes to ensure all visitors have been served.
• Answer telephone calls in a timely and professional manner and complete the caller’s request and if unable to do so, find someone who is able to do so.
• Answer patient questions and address complaints, and when necessary request supervisory or management support.
• Daily and constant monitoring that all providers’ schedules meet required protocols. Correct errors as needed.
• Schedule and/or reschedule all appointments in conjunction with approved protocol for calls and walk-ins.
• Make patient calls for range of purposes, including but not limited to confirmation of appointment, no-show appointment, change of insurance status, and reminder calls.
• Register new patients with thorough and complete entries of all demographic, insurance/income assessment information.
• Update current patient accounts with change of address, phone number, demographics, insurance/PCP/location, sliding fee info, Consent for Care form, patient portal, pharmacy, and reason for visit.
• Verifies patient’s insurance and assigns sliding fee designation where appropriate.
• Distributes required forms such as PHQ-9 adults, ASQ children, survey to patients, physical, PHQ-9 Adolescent, and any others as designated.
• Provide assistance in completing applications for insurance coverage (Healthy Michigan Plan or Marketplace), food assistance, and changing Primary Care Providers.
• Follow up on HMP or Marketplace applications submitted or in process.
• Processes cash, checks and/ or credit card payments in-person and over the phone.
• Reconcile payments daily, run end of the day report and balances cash drawer. (Deposit payments in safe daily)
• Work on daily task sheet to be used as verification and measure of volume of tasks completed per day.
• Performs all clerical duties to support the clinic’s daily operations
• Must check emails daily at least 3 times a day (morning, noon, and afternoon) and reply as appropriate.
• Maintains workstation and front desk area organized at all times. Ensure lobby is presentable at all times.
• Responsible for maintaining all front desk forms adequately stocked at all times. These must be legible and current.
• Monitor office supplies inventory and request replenish as needed.
• Receive mail, packages etc. and distribute them.
• Performs other duties as assigned.

PART III: EDUCATION, EXPERIENCE

• High School Diploma or equivalent.
• One (1) year experience in a clinic or medical office, preferred.
• One (1) year experience working with an electronic medical record system, preferred.

PART IV: KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of general medical language and procedures.
• Knowledge of multiple insurance plans and government programs.
• Experience with widely used computer software i.e., Microsoft Office, Outlook and healthcare software.
• Skilled at providing excellent and focused customer service.
• Capable of working in a complex work environment, without requiring constant supervision.
• Ability to maintain confidentiality at all times and maintain organizationally appropriate relationships.
• Knowledge of organization policies and procedures.
• Skilled in exercising initiative, appropriate judgment, problem-solving and decision making.
• Skilled in developing and maintaining effective relationships with patients and customers.

Benefits:

Medical

Dental

Vision

STD

LTD

Flexible Spending Account

403B Retirement Savings

Lifestyle and quality of life uniqueness (M-F)

Practice focuses on delivery of quality care (Federally Qualified Health Centers)

Competitive Compensation Package

Work Remotely

• No

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
WWFHC follows all approved CDC guidelines.

Ability to commute/relocate:

• Inkster, MI 48141: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

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