| Job Title: | Customer Service Assistant |
| Experience: | 5 to 10 |
| Location: | Egypt, Cairo |
| Category: | Customer Service/Support |
| Description: | Medical customer service representatives are literally the voice of a brand, and foster strong relationship between the organization they represent and their customers. The medical customer service representative job description entails providing customer support duties, which include interacting with customers to handle complaints, process orders, and provide information about an organization’s products and services, etc. It also involves successfully managing large amounts of inbound and outbound calls, sometimes on multiple lines phone system; this may include handling different topics, following communication scripts, and being a contact point between customers and the company.Medical customer service representatives work in hospitals, medical offices, clinics, insurance companies, nursing homes, etc. They are responsible for evaluating all documents to ensure that appropriate information has been obtained for billing purposes. Their role also involves handling patients’ complaints, referral sources, and administrative department inquires. The job of a medical customer service representative requires them to manage all aspects of patient intake; data entry, answering the phone, outbound calling, and receiving faxes; maintaining referral source information and log, and data input into IMBS. Their duties also include communicating with insurance offices for authorization request, as well as conducting insurance verification and eligibility for services/products. Customer service representatives are responsible for coordinating, collecting, and imputing all patient information and new patient set-ups into a customer information system. They must also develop and maintain a working knowledge of current Medicare, Medicaid, insurance regulations, products and services offered by the organization they represent, and FDA/DOT, JCAHO and all applicable governmental guidelines and regulations. They are also responsible for ensuring customer satisfaction by assisting them with issues and concerns related to their health, making decisions as needed off-hours or without supervision to ensure uninterrupted supply of product to customer. Also, the work description of medical customer service representatives entails conducting patient satisfaction calls and acting as patient advocate to resolve questions or concerns, and ensuring to follow an issue through to its conclusion. It also entails building and maintaining relationships with locations, patients, and referral sources. Customer service representatives ensure to clear previous day’s route; they are responsible for the accuracy and completeness of all paperwork. |
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