Customer Service Representative

Posted 3 weeks ago

Customer Service Representative performs a variety of tasks and serves as front line point of contact to callers (patients, prospective patients, insurance plans, providers, vendors, etc.). Essential duties include providing excellent customer service/patient services via phone. The position must exemplify the core values and mission of Doctor’s Medical Center (DMC), always exercising utmost discretion, diplomacy and tact in patient/staff interactions. Reports directly to Customer Service Manager.


  • Serves as a customer advocate for Doctor’s Medical Center
  • Offers assistance to patient inquiries and ensure 1st call resolution
  • Assist patient with scheduling appointments
  • Responsible to verify insurance eligibility and confirm provider privileges prior to scheduling services
    Answers the phone while maintaining a polite, courteous and consistent phone manner using proper telephone etiquette
  • Responsible to log each patient/provider inquiry call and ensure proper documentation
  • Follow appropriate call procedures to ensure calls are handled in the utmost efficient and professional manner
  • Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and insurance information
  • Protects patient confidentiality, making sure protected health information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended
  • Answer phone calls non-patient related and direct calls to appropriate parties or take phone messages
  • Works as a liaison in between medical center and patient and sends tasks accordingly
    Resolves problems by clarifying the patient’s complaint; determining the cause of the problem; selecting and explaining the best solution to the solve the problem; expediting correction or adjustment; following up the ensure resolution
  • Responsible to notify customer service manager of any issues or concerns from patients, prospective patients, providers or non-patient related calls
  • Follow up on patients inquires not immediately resolved
  • Conducts outreach calls for various task assignments such as abandoned call backs and appointment cancelations
  • Assists as needed or directed with other department or business needs

Planning and organizing, communication skills, attention to detail, adaptability, customer service orientation, problem solving, decision-making, confidentiality, integrity, stress tolerance.


  • High school diploma or graduation equivalency degree (GED)
  • 2-5 years of relevant experience in the healthcare industry preferred
  • Bilingual English/Spanish/Creole strongly preferred
  • Excellent time management and organizational skills
  • Knowledge of applicable regulations and state and federal laws
  • Computer skills including knowledge of relevant software
  • Ability to multitask in a fast pace environment

The person should be multifunctional and have the ability to multi-task; the person should have strong communication skills; must have strong organizational skills; must have strong customer service and conflict resolution skills; must have strong trouble shooting skills; must have knowledge of insurance and medical terminology. Must possess strong computer skills.

Job Features

Job CategoryMember Services

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