Benefits:

401(k) matching

Health insurance

Training & development

Summary: The Customer Service Representative serves as the first point of contact for all members of the community, answering and directing calls efficiently and professionally. This role ensures callers are routed to the appropriate department or individual, address basic inquiries, and provide excellent customer service to create a warm and supportive experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Answering Calls: Respond promptly to incoming calls, ensuring a professional and courteous demeanor at all times.

· Call Routing: Screen and direct calls to the appropriate department, team member, or voicemail, based on the caller's needs.

· Message Taking: Record accurate and detailed messages, ensuring timely delivery to the appropriate recipient.

· Information Sharing: Provide basic information about the organization’s services, hours of operation, or other common inquiries.

· Problem Solving: Assist callers by identifying their needs and offering quick resolutions or connections to the appropriate resources.

· Administrative Support: Perform other administrative tasks under the direction of the Care Coordination Team Lead.

· Team Collaboration: Work closely with staff to ensure efficient communication and effective resolution of client inquiries.

· Department Support: Participation in other areas of the care coordination team as needed.

GENERAL DUTIES:

· Follows policies and procedures of the office, including administrative, clinical, quality assurance, and personnel.

· Maintain good attendance (daily, meetings, and other assignment tasks).

· Maintain timely documentation of all work assignments.

· Maintain patient confidentiality.

· Routinely keep supervisor informed of care coordination activities.

· Flexible in being able to multitask.

· Work effectively and at an efficient pace.

· Work cooperatively with providers, administration, and peers.

· Performs duties in compliance with laws, regulations, and Horizon Health policies and procedures.

Patient Experience and Communication

· Ensure that all patient interactions are handled professionally and courteously, creating a welcoming environment for patients on the phone and in person.

· Manage patient appointment scheduling to maximize provider availability and minimize wait times, balancing clinic resources and patient needs.

· Address patient inquiries and escalate issues to the appropriate personnel to resolve complaints and improve service satisfaction.

Qualifications:

To perform this job successfully, an individual must be able to assist in advancing Horizon Health’s mission and 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 essential functions.

Education & Experience

· A high school diploma or equivalent is required.

· Preferred experience in a healthcare setting, including experience in scheduling, patient intake, or medical office administration.

Skills & Abilities

· Pleasant personality

· Cooperative attitude

· Written and oral communication skills

· Computer skills

· Excellent communication and interpersonal skills, with a strong focus on patient experience and customer service.

· Knowledge of HIPAA and other regulatory requirements related to patient privacy and healthcare administration.

OTHER ESSENTIAL DUTIES and RESPONSIBILITIES:

· Horizon Health recognizes that managing patient care is a team effort that involves clinical and non-clinical staff. All employees must embrace a team-based approach to patient care and understand that each role is important to our success.

· Team members must demonstrate excellent team communication and coordination to provide quality patient care.

· Care coordination includes communicating with community organizations, health plans, facilities, and specialists.

· Care team members understand and embrace the concept of population management and proactively address the needs of patients and families served by this practice.

· Team members must demonstrate skill and knowledge related to effective communication with vulnerable patient populations.

· Team members must participate in Continuous Quality Improvement activities within the organization to ensure patients receive high quality care.

· All team members will be involved in the process of improving quality incomes.

· Team members will participate in the review and evaluation processes of practice performance and help to identify opportunities for improvement.

· Team members will participate in Horizon Health's advocacy program.