Customer Service Specialist - #257687

Overview

At Anne Arundel Dermatology we give exceptional care - to our patients and to eachother.

Patient First | Caring | Accountability | Trust | One Team | Growth

Founded 50+ years ago with a mission to provide the highest quality and full spectrum of medical, surgical, and esthetic skin care services to each and every one of its patients, Anne Arundel Dermatology has assembled the finest group of dermatologists in the Mid-Atlantic and Southeastern states. With 250+ clinicians and 110+ locations in 7 states, we’re thriving, growing, and looking to add talented individuals to our team!

Why join Anne Arundel Dermatology?

We are committed to continual training and education for our physicians and staff. We are on top of the latest developments in dermatology including ongoing research, emerging treatments, new medications and prevention methods. You can find more than just a job with Anne Arundel Dermatology. We believe in providing our new associates with intensive hands on training and long-term career growth opportunities from within.

The Customer Service Specialist ensures resolution of all patient issues and requests, focusing on the escalation process, shortening time to resolution, keeping the patient informed of the status of all items in progress and increasing patient satisfaction. The Customer Service Specialist provides superior customer service to advance the partnership between Anne Arundel Dermatology (AAD) and its patients.

Responsibilities

• Answer and manage inbound inquiries from customers in a prompt, courteous manner while documenting relevant information in a clear and concise manner in computer systems.
• Ask appropriate questions and listen actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs.
• Reply and handle inquiries via telephone and other communication channels, regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments and other related topics. Conduct outbound and/or return calls to customers as necessary.
• Analyze and own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
• Communicate and partner with patients tactfully and empathetically to resolve issues, using clear language to translate healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
• Handle and process customer complaints/grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
• Read, comprehend, and verbalize processes and procedures of the organization and of health insurance coverage.
• Other duties assigned as deemed necessary by management .
  
  

Qualifications

• Minimum of 1-2 years of experience in a healthcare business or call center setting
  
  

Licensure/Certifications/Education

• Minimum of a high school diploma or equivalent
  
  

Full time employees (defined as regularly working at least 30 hours per week) are eligible for the following benefits:

• Medical, Dental & Vision insurance – effective 1 st of the month after date of start
• Short-term and long-term disability, Voluntary life (employee, spouse, and child), Critical Illness, and Hospital Indemnity – Effective the 1 st of the month following date of hire
• Company provided Basic Life/AD&D insurance
• Paid time off
• Paid holidays
• Retirement Savings account
• Employee discount on cosmetic services and products