Department
New Customer Enrollment - Inside Sales

Position
Customer Service Representative

Position Summary

Responsible for contacting potential patients to sign on to the CCS Medical program, establishing the best benefit for the patient. Assists with all customer service related functions in order to grow the business and create positive patient relations

Essential Duties and Responsibilities

• Receives inbound calls from potential and existing patients
• Makes outbound calls to potential patients who have been referred to CCS Medical and/or responding to company marketing and advertising, makes recommendations to potential patients
• Assesses patients’ needs and coordinates with physicians’ orders and insurance plans
• Successfully meets and exceeds new patient sign-on goals, Quality/Accuracy goals and Phone Call Productivity goals
• Maintains and promotes excellent patient relations

Other Responsibilities

• Responds to overflow incoming patient phone calls
• Assists other office personnel in the performance of their duties as assigned and as workload permits
• Participates in educational programs and in-house meetings on product information and new procedures
• Maintains and promotes patient confidentiality
• Maintains open lines of communication with Administration, department management and other departmental personnel
• Follows all Medicare, Medicaid and Private Insurance regulations and requirements
• Actively participates in Continuous Quality Improvement
• Demonstrates thoroughness with all work related activities; strives to continually improve quality and productivity results displayed by department personnel on an ongoing basis
• Assumes other duties and responsibilities as assigned by the Department Manager
• Maintains scheduling flexibility to ensure availability to meet the needs of the department for all hours of operation
• Abides by all policies, procedures and protocols set forth in the departmental, CCS Medical Personnel and Administrative Policy Manuals

Position Accountability

Customer Service: Ensures that patient relations are treated with the highest level of customer service, per company policies
Quality Control: Ensures that company philosophies, policies, and procedures regarding patients, government agencies, and other vendors are maintained
Confidentiality: Adheres to HIPAA guidelines, company privacy and confidentiality policies
Records: Ability to activate/deactivate and update patient records
Sales: Direct control of sales due to interaction with signing on potential and new patients
Cost Control: Ensures effective documentation and adherence to Medicare and Private insurance guidelines to facilitate proper payment and reduce waste
Compliance: Ensures effective documentation and adherence to Medicare and Private insurance guidelines

Responsibility

Reports to: Department Manager
Supervisory: None

Primary Customers

Internal: Departmental employees, managers, supervisors, team leads, and Corporate trainer
External: Patients, health care providers, and insurance companies regarding general issues and questions as well as escalation issues or concerns regarding training and development

Knowledge Skills and Abilities Required

• High school diploma or general education degree (GED), or one year or more call center experience and/or training, or equivalent combination or education and experience
• At least 1 to 2 years customer service experience, preferably in a call center environment, medical Industry experience preferred, inside sales experience preferred
• Ability to deal courteously with internal and external customers in a fast-paced environment
• Ability to read and interpret documents such as Medicare/Medicaid regulations, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively to patients, health care providers and employees of the organization
• Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations

Physical Requirements

Frequent: Speaking; hearing; sitting; use of hands/fingers; handling or feeling objects, tools or controls; close vision; color vision; peripheral vision; ability to adjust focus
Occasional: Standing; walking indoors; reaching with hands and arms; stooping; kneeling; crouching; crawling; lifting and/or move up to 10 lbs

Desired Key Competencies

• Proficient with various Microsoft Office software such as Word, Excel and PowerPoint
• Sales background a plus
• Strong phone skills
• Strong attention to detail
• Strong interpersonal skills, specifically a willingness to assist others
• Strong multi-tasking skills
• Planning, organization, and execution skills
• Strong time management

Work Environment

Moderate noise level similar to typical office environment with computers, printers and light traffic

To apply for this position, please email or mail a cover letter and your resume to:

CCS Medical
Attn: Recruitment Department
14255 49th Street North
Suite 301
Clearwater, FL 33762

Fax: 727-507-2879
Voice: 727-507-2227
E-mail: recruiter@ccsmed.com