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CRC Specialist

Company: Center for Health Care Services
Location: San Antonio
Posted on: June 12, 2021

Job Description:

GENERAL SUMMARY

To professionally and efficiently answer and connect all calls to the areas requested. Responsible for all appointment scheduling to include: new client registration and preparation of new client file. Responsible for professionally and efficiently processing the coordination and scheduling of new clients to be seen by the clinician. To support all clients, physicians, internal staff and the business community in a professional manner while assisting in the daily operations of the Centralized Scheduling Department.

ESSENTIAL DUTIES & RESPONSIBILITIES

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

  • Answering phones scheduling client appointments.
  • Utilize skills and empowerment to de-escalate irate callers
  • Pages/calls physicians as authorized in department procedures.
  • Work with computer programmers to establish systems needed by the department.
  • Pages, verifies, and records all communication with physician's/case managers.
  • Obtain all required demographic data from the client and enter the data into the computer system to pre-register the new patient.
  • Follows and complies with Unfunded Patients process & works closely with the financial counselors (Consumer Benefits).
  • Updates computer-based telephone directory as needed.
  • Updates/changes physicians on-call schedules upon notification of change.
  • Reports all telephone repair problems as directed in department procedures.
  • Reviews Communications Logs at the beginning of each shift.
  • Review, study, and learn all new scripts and processes related to centralized scheduling or new clients as directed.
  • Records information into Communication Logs to include consumer/employee complaints, equipment problems/repairs, notable incidents, safety issues and concerns, and any other information that needs to be communicated to other team members/supervisor.
  • Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies
  • Attends and participates in department staff meetings as assigned and is responsible for all information communicated the meetings.
  • Attends all mandatory department in-services and training sessions.
  • Compiles and distributes letters to new patients confirming appointments.
  • Participates in emergency preparedness drills and actual emergencies as instructed by the Safety Department.
  • Understands and enforces CHCS and departmental policies & procedures as well as established rules and regulations.
  • Must learn and comply with the organizations and facilities safety policies and rules; must use appropriate safety equipment and procedures at all times and immediately report all unsafe conditions to the manager; must be familiar with all safety features of equipment, tools or materials encompassed by job duties; and must check with manager (prior to job performance) if there is a question as to the safe procedure to be used for any job function.
  • Must be able to work in a fast-paced and customer service-oriented environment and to perform duties and meet deadlines in a timely manner.
  • Communicates appropriately to other employees, the public and our clients based on the situation and the age level of the person.
  • Communicates with management to resolve problems that may arise.
  • Adheres to the CHCS Behavioral Principles and demonstrates ethical behavior as expected by our clients, colleagues and the community.
  • Understands the personal obligation to report any activity that appears to violate applicable laws, rules regulations or the Behavioral Principles itself.
  • Completes other duties as assigned.
  • Must maintain a valid driver's license and automobile insurance coverage, be able to travel as needed, and be able to meet on a consistent basis the driving record requirements of the Company's auto insurance carrier if you drive your vehicle during company business
  • Performs other related duties as required.

MINIMUM ENTRANCE QUALIFICATIONS

Education and Experience

  • High School diploma or equivalency and one (1) year of customer service or administrative experience, preferably in the medical field.

Licenses or Certifications

  • None

Other Requirements

  • Must maintain a valid driver's license and automobile insurance coverage, be able to travel as needed, and be able to meet on a consistent basis the driving record requirements of the Company's auto insurance carrier if you drive your vehicle during company business
  • Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies

PREFERRED QUALIFICATIONS

  • Bilingual (English/Spanish)
  • Three (3) to five (5) years' experience in a call center.
  • Experience on the Mitel/Shore Tel Software.
  • Ability to communicate with business, staff, and clients in a professional manner.
  • Abilities as a "self-starter" and to maintain high personal motivation are essential.
  • Must be able to pay close attention to details and easily adapt to rapidly changing technologies.
  • Must have good oral communication ability and the ability to communicate with clients, visitors, guests, and the community in a professional manner.
  • Good communication and problem-solving and typing skills.

SUPERVISION

  • Job has no responsibility for the direction or supervision of others.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

  • CHCS programs and services provided
  • Service codes for insurance
  • HIPPA requirements
  • Contract requirements
  • CHCS medical records policy and procedure
  • Applicable software applications
  • Modern office procedures, methods and computer equipment

Skill in:

  • Customer service
  • Organization and time management
  • Performing a variety of duties, often changing from one task to another of a different nature
  • Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios

Ability to:

  • Sort and distribute mail
  • Prepare intake referrals
  • Effectively communicate, both verbally and in writing
  • Establish and maintain effective working relationships
  • Maintain accurate and complete records
  • Meet schedules and deadlines of the work
  • Understand and carry out oral and written directions
  • Accurately organize and maintain paper documents and electronic files
  • Maintain the confidentiality of information and professional boundaries

WORK ENVIRONMENT/CONDITIONS

The work environment and exposures 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.

Good: Relatively free from unpleasant environmental conditions or hazards. Office environment.

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.

  • Must be able to meet the physical requirements to complete SAMA and CPR training including lifting up to 12 lbs. and supporting up to 55 lbs.; bending, stooping and getting on and off the floor without assistance.
  • Must have adequate mobility that requires frequent walking, standing, bending, stooping, kneeling, reaching (vertical and horizontal), using fingers, hands, feet, legs and torso in various care.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this position. This is not an exhaustive list of all duties and responsibilities. The Center for Health Care Services reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the People and Culture Department.

Monday - Friday 9:00 am - 6:00 pm

Position : 6531 (CUSTOMER SERVICE REP)

Location : CENTRALIZE SCHEDULING

Group : MED SVCS

HOURLY RATE RANGE: $15.00-$18.00

Keywords: Center for Health Care Services, San Antonio , CRC Specialist, Other , San Antonio, Texas

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