Customer Service Representative - Medical Scheduler

About the position

The Customer Service Representative (Medical Scheduler) role at Stafford Communications involves providing exceptional customer service in a fully remote environment. The representative will be responsible for scheduling patient appointments, addressing inquiries, and ensuring compliance with client agreements. This position requires strong communication skills and the ability to manage a high volume of calls while maintaining a positive impact on the consumer's experience.

Responsibilities

• Support phone center with high volume calls, focusing on inbound scheduling, rescheduling, cancellations, confirmations, facility messaging, insurance verification, and order review.
• Schedule clients for multiple medical offices, considering client location, facility capabilities, insurance requirements, and type of exam.
• Communicate effectively with clients and medical professionals.
• Perform other duties as assigned to ensure smooth operation of the organization.
• Manage high-volume workload, effectively prioritizing tasks to remain organized and promote prompt and courteous service.
• Develop a reputation as an efficient service provider with high levels of accuracy.
• Provide excellent customer service to all internal and external customers.
• Alert appropriate staff for all physician schedule changes and reconcile provider schedules when errors occur.
• Serve as a resource to internal and external customers.
• Actively seek information to understand patient circumstances, problems, and expectations.

Requirements

• An outgoing personality with excellent interpersonal skills.
• Strong verbal and written communication skills, including active listening and reflection.
• Ability to navigate between several computer screens (e.g., EMR systems, CRM Software, Email, and Web Browser) while actively listening and entering customer information.
• Minimum of 2 years customer service experience with excellent communication skills.
• Strong computer experience working on multiple software programs, specifically EMR systems.
• Must be authorized to work in the US without sponsorship.

Nice-to-haves

• Bilingual in English-Spanish is a plus but not required.
• Experience with EPIC Hyperdrive is a plus.

Benefits

• Fully remote work environment.
• Opportunity to work with prominent brands in regulated industries.