Chase Brexton Health Care · 2 hours ago
Customer Service Representative
Baltimore, MD
Full-time
Onsite
Entry, Mid Level
2+ years expChase Brexton Health Care is seeking a Customer Service Representative responsible for scheduling appointments for medical, dental, and OB/GYN patients. The role involves answering incoming calls and providing high-quality customer service to patients and physicians while ensuring compliance with policies and procedures.
Health CareMental Health
Responsibilities
Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services
Answers calls in a timely manner to assist with maintaining a high level of quality service
Provide patients with information on physicians, available services provided, and directions to all of our locations
Answer patients or physicians questions pertaining to appointments and services provided
Interviews callers to obtain full understanding of what information is being requested
Responsible for satisfying the customer’s scheduling needs and striving for first call resolution
Coordinate appointments for patients needing multiple types of healthcare services
Properly registers patients by verifying and obtaining accurate patient information
Ensures that established patients have updated contact and demographic information
Complies with confidentiality policies, such as HIPAA, when contacting patients
Maintain and update patient demographic and insurance pre-registration information in scheduling system
Provide high quality customer service on every call
Display empathy and sensitivity to each patient’s individual needs
Always uses courtesy words and shows respect to each patient
Creates and responds to Emails, Flags and Phone notes in the Centricity database
Inputs contact, demographic, and insurance information into Centricity database
Updates appointment reminder statuses appropriately into the Centricity database
Display time flexibility towards work shift per company needs
Promote teamwork and call center success
Work as a group to improve call center policies and procedures
Always uses courtesy works and shows respect for each member of our team
Qualification
Required
Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites
Serves as the point of entry for answering incoming phones calls
Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services
Answers calls in a timely manner to assist with maintaining a high level of quality service
Provide patients with information on physicians, available services provided, and directions to all of our locations
Answer patients or physicians questions pertaining to appointments and services provided
Interviews callers to obtain full understanding of what information is being requested
Responsible for satisfying the customer's scheduling needs and striving for first call resolution
Coordinate appointments for patients needing multiple types of healthcare services
Properly registers patients by verifying and obtaining accurate patient information
Ensures that established patients have updated contact and demographic information
Complies with confidentiality policies, such as HIPAA, when contacting patients
Maintain and update patient demographic and insurance pre-registration information in scheduling system
Provide high quality customer service on every call
Display empathy and sensitivity to each patient's individual needs
Always uses courtesy words and shows respect to each patient
Creates and responds to Emails, Flags and Phone notes in the Centricity database
Inputs contact, demographic, and insurance information into Centricity database
Updates appointment reminder statuses appropriately into the Centricity database
Display time flexibility towards work shift per company needs
Promote teamwork and call center success
Work as a group to improve call center policies and procedures
Always uses courtesy works and shows respect for each member of our team
Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies
Requires ability to work with diverse people and deal effectively with angry and/or upset customers
High school degree or GED required
A minimum of 2 years of customer service experience, medical office preferred
Preferred
Ability to type 35 wpm preferred
Knowledge of MS word, Excel, and MS Outlook preferred; EMR experience is a plus
Bilingual - English and Spanish preferred
College degree preferred
Previous call center experience
Company
Chase Brexton Health Care
When you think about health care what comes to mind? Medical exams? Health insurance? Shots? At Chase Brexton Health Care, we think about ‘care.’ When patients come to Chase Brexton for their health care, they receive more than medical attention.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Becky Frank
Chief Marketing & Development Officer
Deborah Gallagher
Board Liaison & Senior Executive Assistant to CEO
Recent News
Chase Brexton Health Care
2025-05-04
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