Customer Care Associate
Dupage Medical Group 65 reviews - Downers Grove, IL

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This position will greet, route and assist patients with appointments to various departments. The Greeter will assure that the overall appearance of the reception area is inviting, clean and serves as a positive first impression for our patients. This is a front line position involved in initial patient contact for the clinical areas and will also provide efficient, effective, quality customer service through a variety of duties including, but not limited to: Patient Accounts, Registration, Same Day Appointments and HIM. First and foremost this position supports and advocates on behalf of the patient/customer.

Key Responsibility Areas:

Welcome, route and assist patients

The Greeter will welcome all patients warmly arriving in clinic lobby in accordance with DMG policies. Constantly observes the front area for patients who may have trouble entering due to injury or illness and provide appropriate assistance. Notifies back office personnel/911 immediately if the patient appears to be in distress or in need of immediate assistance. Utilizing the DAR, the Greeter will notify departments of patient’s arrival through the EPIC “Sign-In” function when requested, direct patients to the Registration Department based on Registration Status and provide accurate directions to clinical department. This position will assist patient with various transportation needs, accept patient payments, maintain items for patient pick up and assist in directing patients to the appropriate DMG staff for further help.

SDA Support

The position will assist with Same Day Appointment and After Hours appointment phone lines - including scheduling appointments and updating Demographics and Insurance Coverage when appropriate. This will be a primary function for evening and weekends and a support duty during the day.

Registration/Patient Account/HIM Support

This position will complete Registration training and become Prelude Certified. They will assist with various Registration duties as assigned by the Registration Coordinator including but not limited to, paper registration, returned mail, Charge Review and Claim Edit Workqueues and various reports. The Greeter will take patient payments, provide receipts and batch out daily per DMG policy. The Greeter will assist with Record Release forms provide by Health Information Management.

Site Responsibilities

The Greeter will sign-in all outside vendors, Drug Reps, and non appointment personnel and assist with directions to departments or locating the appropriate staff to assist them.

**Performs all other duties/responsibilities as assigned

Education and/or Training Required:

High School diploma or equivalent (GED).

Experience Required:

One to two years of medical office experience desired.

Key Competencies:

Organization: Able to provide order and structure to daily processes and work environment. Demonstrates good organizational skills and ability to prioritize daily work. Ability to multi-task in a busy office environment.

Verbal Communication: Exceptional personal and verbal communication skills. Capable of interacting with, and relating to, people of varying educational levels and backgrounds, conveying information clearly and succinctly, applying listening, tact, responsiveness, empathy , and confidentiality. Effective in communicating verbally with other staff and departments related to the needs of patients.

Problem Sensitivity: Effective in identifying and analyzing problems. Communicates findings along with possible solutions to Registration Coordinator. Has the ability to tell when something is wrong or is likely to go wrong.

Attention to Detail : Maintains skills efficiency and consistently meets skill verification and quality requirements. Strong attention to detail and thorough in completing tasks.

Team Work: Must be able to get along with others, work as part of a team, accept constructive criticism, adapt behaviors quickly, and consistently follow and apply work rules. Works effectively with others to accomplish objectives and goals. Willingly offers assistance to others when the need arises. Fosters teamwork and positive rapport within all departments to maximize achievement of goals.

Computer Proficiency: Able to learn and become proficient in EPIC software as well as have basic knowledge of Microsoft applications, i.e. Outlook, Word, Excel, and demonstrate keyboarding speed and accuracy, minimum 40 wpm.

Typical Environmental/Working conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Front office station with public access and view.
· Working with and around other people.
· High level of computer work.
· The noise level in the work environment is usually moderate.
Typical Physical/Mental 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.

May require sitting for long periods of time, standing, walking, stooping, bending and stretching for files and/or supplies. Vision must be corrected to 20/20 and hearing must be in the normal range for telephone and patient contact. Person must be able to move throughout and between departments. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Attends meetings as required. Includes travel to other sites as needed.

About this company
65 reviews
The DuPage Medical Group, based in DuPage County, Ill., is one of the largest and most successful physician-owned multispecialty groups in...