The Customer Service Representative (CSR) provides high quality
patient-focused services to ensure that the individual needs and
desires of the patients customer services encounter are met,
regardless of age or gender, on a continuing basis by performing
the duties outlined below. The CSR position is extremely important
as being the first point of contact made either personally or by
telephone. It is also the last form of contact the patient will
have. The CSR will perform routine but varied clerical duties in
accordance with the standard procedures of the department. The CSR
shall apply knowledge of department policies and procedures in
order to maintain and file patient records, prepare forms, verify
information, and resolve routine office problems.
Essential Duties and Responsibilities include the following:
Maintains appropriate clinical/clerical standards. Follows the
policy and procedures as written in the Company Policy and
The CSR will follow all scripting provided for patient
Receives incoming telephone calls with provided scripting,
exercises judgment to prioritize calls, and courteously direct
calls to the appropriate personnel in a prudent and efficient
Greets patients in a friendly manner and collects insurance card
and Identification. Communicate with patient you are verifying
their insurance. Respectfully asks the patient to fill out the
patient information form to obtain and record name, address, age,
persons to notify in case of emergency, attending Physician,
pharmacy, and individual or insurance company responsible for
payment of bill.
Enters patient admitting information into computer and adds patient
on clinic schedule.
Receives payment on account and performs necessary accounting
duties in accordance with the standard procedures of the
Responsible for daily ledger balancing and preparation of bank
Performs duties which may be assigned from time to time by Managers
Participates in department quality improvement activities, staff
educational programs, attends departmental meetings, and
demonstrates and maintains competency in accordance with Company
Other duties as needed.
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
To perform the job successfully, an individual should
demonstrate the following competencies:
Technical Skills - Strives to continuously build knowledge and
skills; shares expertise with others.
Customer Service - Responds promptly to customer needs.
Interpersonal Skills - Maintains confidentiality.
Oral Communication - Responds well to questions; participates in
Written Communication - Presents numerical data effectively.
Teamwork - Balances team and individual responsibilities;
contributes to building a positive team spirit.
Quality Management - Demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions;
displays orientation to profitability.
Cost Consciousness - Works within approved budget; develops and
implements cost saving measures; contributes to profits and
revenue; conserves organizational resources.
Diversity - Promotes a harassment-free environment.
Ethics - Keeps commitments; works with integrity and ethically;
upholds organizational values.
Organizational Support - Follows policies and procedures.
Judgment - Exhibits sound and accurate judgment; supports and
explains reasoning for decisions; includes appropriate people in
decision-making process; makes timely decisions.
Motivation - Sets and achieves challenging goals; demonstrates
persistence and overcomes obstacles.
Planning/Organizing - Prioritizes and plans work activities; uses
time efficiently; organizes or schedules other people and their
Professionalism - Reacts well under pressure; accepts
responsibility for own actions; follows through on commitments.
Quality - Monitors own work to ensure quality.
Adaptability - Changes approach or method to best fit the
situation; able to deal with frequent change, delays, or unexpected
Dependability - Keeps commitments; commits to long hours of work
when necessary to reach goals. . Requirements: Education and/or
Experience High School Diploma or Equivalent.
Language Skills Ability to read, analyze, and interpret
technical procedures or governmental regulations. Ability to
effectively present information and respond to questions from
groups of managers, clients, customers, and the general public.
Reasoning Ability to solve practical problems and deal with a
variety of concrete variables in situations where only limited
standardization exists. Ability to interpret a variety of
instructions furnished in written, oral, diagram, or schedule
Computer Skills To perform this job successfully, an individual
should have knowledge of EMR, DocuTap, Excel Spreadsheet software
and MS Word Processing software.
Physical Demands The physical demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, the employee is
regularly required to sit; use hands to finger, handle, or feel;
reach with hands and arms and talk or hear; reach, stoop, bend,
kneel, and/or crouch. The employee must frequently lift supplies
and/or equipment and may be responsible for lifting, positioning,
and/or transferring patients.
Work Environment The work environment characteristics described
here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
The noise level in the work environment is usually quiet to
moderate. The employee may be exposed to infectious or contagious
diseases and a variety of electromechanical hazards.
The above job description is intended to describe the general
nature and level of work being performed in the described position.
This document is not intended to be an exhaustive list of all
position duties and skills required of the individual classified in