Customer Service Telephony Representative

Customer Service Telephony Representative

The Customer Service Telephony Representative primary function is to monitor and follow up on missed telephony calls.  The Customer Service Telephony Representative will also answer the phone lines and triage calls. The Customer Service Telephony Rep is responsible for responding in a timely, professional, and courteous manner to customer inquiries and complaints. The Customer Service Telephony Representative will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. When the call volume is low, the Customer Service Telephony Representative will aid the Customer Service Department with scheduling fill-ins, and any additional activities that are needed.

DUTIES AND RESPONSIBILITIES

• 
  Review Telephony & make follow-up reminder calls as needed.
  


• Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner.


• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.


• Complete/Update reports assigned.


• Completing Special Projects assigned by leadership team.


• Notify supervisor of ongoing problems.


• Performs other related duties assigned.

COMMUNICATIONS

• Assures the confidentiality of all communication, including written, verbal and computer information. Paying special attention to management and company proprietary or confidential topics, data, and plans which you may be privy to in this position.


• Manages schedule and time in accordance with duties.


• Organizes and facilitates project/program specific meetings and training as necessary to successfully complete tasks.


• Maintains an open-door policy to resolve client and staff concerns.


• Maintains confidentiality of patient information adhering to HIPAA regulations.

PROFESSIONAL STANDARDS

• Maintains a professional standard of conduct, projecting a positive image of the agency always.


• Complies with operational protocols and safety policies and procedures.


• Adheres to all policies and practices of the agency to maintain established Standards of Care.


• Adheres to all human resource policies set forth in the application operational practices.

PROFESSIONAL DEVELOPMENT

• Continually strive to improve by broadening and deepening knowledge through activities such as formal education, attendance at workshops, conferences, participation in professional and related organizations, and individual study and reading.


• Attends mandatory educational sessions.

QUALIFICATIONS: 

•  High School diploma or GED equivalent required.
  


• Strong customer service skills and previous customer service experience.


• Knowledge of medical terminology/Coding experience necessary


• Problem solving skills.


• Data Entry Skills


• Multitasking


• Computer skills and proficiency in Microsoft Office Suite


• Excellent verbal and written communication skills


• Able to maintain confidentiality.


• Able to work under minimal supervision.

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.