Customer Service Representative
: Job Details :

**Customer Service Representative**

Remote MN/WI, Robbinsdale, MN **About North Memorial Health**

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**About this position**

The Customer Service Representative provides unmatched customer service to North Memorial customers and staff, in a call-center like environment. The Customer Service Representative works as a partner of the clinic care team by managing phone contact to provide customers with proficient, customer-centered services that meets or exceeds expectations. The Customer Service Representative is accountable for various functions related to the efficient operation of registration, scheduling, and call routing/navigating. Proactive problem solving in order to ensure One Call One Resolution or soft handoff when appropriate.

**What well expect from you**

Builds rapport with customers to support North Memorial's strategic priority of unmatched customer service during all interactions, demonstrating our values of relationships and accountability.

Demonstrates clear communication, preferred appointment times, language and telephone etiquette skills.

Directs, encourages and educates customers on the use of other access points, i.e. MyChart, Online Appointment scheduling, Text and Chat, Zipnosis.

Completes accurate scheduling and registrations in Epic for all customers.

Facilitates communication between the medical staff and outside resources, e.g. referring physicians, outreach, home care and hospice.

Maintains and coordinates appointment schedules for providers and other various non-provider treatment schedules to their prefrence in EPIC.

Watches/monitors health maintenance alerts and makes customers aware.

Runs workbench/worklist reports in Epic (i.e. reschedule list, wait list, interpreter schedule worklist).

Works Epic WorkQueues (i.e. Pre-Registration WQ, Epicare Link Scheduling).

Coordinates online appointment requests.

Accepts other duties as assigned to promote the accomplishment of organizational goals.

The team member is accountable to demonstrate proficiency for the skills outlined in the appropriate position skills list.

The team member is accountable to maintain skill proficiency, including improvement where deemed necessary, and upgrading any additional or new skills on the appropriate position skills list.

Recognizes and complies with legal regulatory, accrediting and procedural requirements related to area of responsibility.

Understands and follows principles and standards as outlined in North Memorials Corporate Code of Conduct.

Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.

Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.

**Education**

High School diploma or equivalent (GED) preferred.

**Experience, Knowledge, Skills, Abilities**

1 year customer service experience required.

Minimum of 6 months scheduling experience and/or registration experience preferred.

Call center experience preferred.

Ability to multi-task.

Experience in health care setting preferred.

Understanding of HIPAA

Independent problem solving skills.

Skilled in MS Office products

**Licensure/Certification(s) Mandatory**

**Licensure/Certification(s) Mandatory where Applicable**

**Licensure/Certification(s) Preferred**

Hours per two week pay period: 80

FTE: 1.0

Shift: Day/Evening 10 hours

Weekend Requirement: Every Other Weekend

Work Group: Non Contract

Call Requirement: None

Remote or On-site: Remote

FLSA Status: Non-Exempt

Benefits: {GenericListType_Benefit}

**North Memorial Health**

Be challenged. Be empowered. Be accountable. Join an empowering, supportive, and responsive environment that delivers unmatched customer service - not only for the community we serve but our own team members, too.

Position Job Number Work Type Location Position Job Number Work Type Location Explore North Memorial Health **A culture of unmatched customer service**

Purpose, meet passion. North Memorial Health is big enough to allow for professional and personal growth, but small enough to see your dedicated work driving change.

Explore North Memorial Health **A culture of unmatched customer service**

This isnt healthcare as usual. We support our team members in developing inventive approaches to achieving our customers best health and wellbeing. Here, every team member can make their mark, and thats the way we like it.

Explore North Memorial Health **A culture of unmatched customer service**

More than a workplace a health family. North Memorial Health offers a competitive and comprehensive benefits program to support team members through health, financial, career growth and work/life balance.

Explore North Memorial Health **A culture of unmatched customer service**