Customer Service Rep

Job Title: Customer Service Rep

Location: RWJ - 379 Campus Dr,

Somerset

Department Name: Oncology Access Center

Req #: 0000221767

Status: Hourly

Shift: Day

Pay Range: $19.05 - $28.00 per hour

Pay Transparency:

The above reflects the anticipated hourly wage range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:

The Customer Service Representative, CSR- plays a critical role in providing exceptional patient support by scheduling follow-up appointments and ensuring a seamless patient experience. This position is responsible for facilitating patient interactions, coordinating care across multiple departments, and supporting administrative processes to enhance efficiency and patient satisfaction.

Qualifications:

Required:

• High School Diploma or equivalent
• Minimum three years' experience working within a customer service-related area

Preferred

• Associate's degree or pursuing healthcare degree preferred

Essential Job Functions:

• Appointment Scheduling: Coordinate and schedule follow-up appointments for patients across various departments, including clinic, infusion, radiology, and lab, ensuring timely and appropriate care.
• Time-of-Service Collections: Process copayments and other required payments at the time of service while maintaining accuracy and professionalism.
• Patient Verification & Registration: Verify patient demographics, confirm identification, and complete patient banding where appropriate. Activate and assist patients with MyChart enrollment for improved access to their health records.
• Customer Service & Patient Experience: Utilize AIDET -Acknowledge, Introduce, Duration, Explanation, and Thank You- principles to provide outstanding customer service, manage patient expectations, communicate delays, and assist with wayfinding.
• Collaboration with Clinical Teams: Maintain clear and effective communication with clinical team members to ensure coordinated care and a seamless patient experience.
• Process Improvement & Efficiency: Identify opportunities to enhance scheduling workflows and reduce delays, ensuring patients receive the best possible care in a timely manner.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.