Central Services Representative (2024)

Position Description:

Every day, in ways both big and small, the Medical College of Wisconsin (MCW) is impacting lives for the better. MCW … changemaking for a healthier Wisconsin.

As anCentralServices Representative,you will answer the main, advertised numbers for the Froedtert & Medical College Clinics. Assist patients with general information and provide customer service using knowledge of the entire clinical enterprise and a variety of resources, policies and procedures. Serve as a liaison between outside individuals (i.e. referring physicians and patients) and Froedtert & Medical College of Wisconsin faculty and staff in responding to requests for services and information for the entire enterprise. In addition to providing information and directing calls for the Froedtert & Medical College Enterprise, also schedule and register patients directly for over 100 physicians in seven or more specialties and all clinical enterprise locations for such specialties. Help patients schedule with the right physician at a time and location most convenient for them and complete full registration and insurance coverage set up to ensure proper payment for services rendered.

Responsibilities:

  • Triage all calls to determine caller needs and provides excellent customer service in doing whatever possible to meet their needs. Responds to inquiries and/or routes calls or messages to appropriate individual or area. Receives and dispatches messages and information for the entire enterprise, as the numbers answered are widely advertised to the public.
  • Schedules, cancels and reschedules appointments via phone for multiple specialties and locations including providing directions, instructions and other information regarding appointments.
  • Encourages patients to sign up for MyChart and the Froedtert & MCW App to help manage their healthcare electronically and steps them through the process to get activated on these online tools.
  • Completes full registration including setting up insurance coverage for new patients and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures the insurance is accepted by our physician groups. Completes MSP questionnaires with Medicare patients.
  • Works through referral queues, faxes, email, and other correspondence following detailed guidelines to schedule patient appointments, create referrals, track completion and communicate back to referring physicians if unable to schedule. If patient’s insurance is not in our network, refers patients to community clinics or to physicians within their network as appropriate.
  • Manages all web appointment requests for the enterprise and either calls to schedule or routes to the appropriate area to assist the patient.
  • Checks e-mails and Epic InBasket regularly throughout the day to keep up to date with any changes and receives information on patients who need to be scheduled.
  • Develops understanding of all Froedtert & Medical College of Wisconsin clinic locations and the locations of its affiliate facilities, including directions to and within associated buildings in order to give appropriate directions to patients.
  • Anticipates customer needs and resolves problems to ensure a positive customer experience. Employs sound judgment to ensure the best possible public relations.
  • Follows detailed protocols, enterprise scheduling tools and multiple information sources to ensure accuracy of all appointment scheduling and registration, as well as credibility regarding customer inquiries for all Froedtert & MCW physicians, clinics, locations, studies, programs, and services.

Knowledge – Skills – Abilities

Customer Service – Apply principles of customer service to identify customer needs and provide high quality services

Computer Skills – Strong computer skills and ability to pass a typing test (5,000 KPH with 93% accuracy)

Medical Terminology – Knowledge of medical terminology for most specialties extremely helpful.

Insurance – Knowledge of insurance terminology and plans in order to accurately verify and register in system.

Communication skills Ability to listen carefully and clearly convey information both verbally and written.

Organizational Skills – Organize resources in order to quickly retrieve needed information.


Preferred Schedule:
Full-time role with expectations for coverage during core business hours and flexibility required as necessary to accommodate business needs.


Position Requirements:

Minimum Qualifications:

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education: High school diploma

Minimum Required Experience: 3 years

Prefered Qualifications:

Preferred Education: Associates Degree in Healthcare Administration

Preferred Experience: Customer Service experience in a high-volume call center helpful. Prefer 6 months or more experience as an Appointment Services Representative.

#LI-RT1

Why MCW?

  • Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
  • 403B Retirement Package
  • Competitive Vacation and Paid Holidays offered
  • Tuition Reimbursement
  • Paid Parental Leave
  • Pet Insurance
  • On campus Fitness Facility, offering onsite classes.
  • Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a full list of positions see:www.mcw.edu/careers

For a brief overview of our benefits see:https://www.mcw.edu/departments/human-resources/benefits

Eastern Wisconsin isa vibrant, diverse metropolitan area. MCWis intent on attracting, developing, and retaining a diverse workforce and faculty body that reflects the community we serve. We value diversity of backgrounds, experience, thought, and perspectives to advance excellence in science and medicine. MCW is a welcoming campus community with a strong culture of collaboration, partnership, and engagement with our surrounding community.For more information, please visit our institutional website athttps://www.mcw.edu/departments/office-of-diversity-and-inclusion.


MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination
The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering a diverse community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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Central Services Representative (2024)

FAQs

How do I pass a customer service representative interview? ›

Most hiring managers say they look for excellent listening skills, the ability to focus, empathy, and confidence. They want someone who communicates well, and communication is a two-way street. So do a little interviewing yourself, and take the time to show interest and commitment to the mission of the company.

How to pass the final interview in call center? ›

So to recap, my top tips for performing your best in a call center interview are-- one, understand what a call center is looking for in a representative; two, research the company, its products, and the job description; three, prepare for common interview questions and responding using the S-A-R technique and focusing ...

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It involves actively listening to customers to understand their concerns or requirements and then providing prompt and effective solutions tailored to their individual needs. Good customer service also entails being courteous, empathetic and patient, even in challenging situations.

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A: I want this job because I believe it is a great fit for my skills and interests. I am excited about the opportunity to [describe specific aspect of the job or company] and I am eager to contribute to the team. I am motivated to learn and grow in this role, and I am confident that I can make a positive impact.

Can you tell me a little about yourself? ›

The best way to answer "Tell me about yourself" is with a brief highlight-summary of your experience, your education, the value you bring to an employer, and the reason you're looking forward to learning more about this next job and the opportunity to work with them.

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"Because I have the experience and expertise in the area of customer support that is required in this position." This is a time to let the customer (the interviewer) know what your product and (YOU) can do for them and why they should listen to what you have to offer.

What are 3 important qualities that a customer service representative must have and why? ›

The three most important qualities of customer service are people-first attitude, problem-solving and personal/professional ethics. Join me in exploring them in this blog, along with insights on resolving associated challenges.

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I am applying for this job because I believe it offers the perfect opportunity for me to utilize my skills and experiences to contribute effectively. The role aligns well with my career objectives, and I am enthusiastic about the prospect of working with a dynamic team in a stimulating environment.

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Your answer might sound like this: I was interested in this position because it emphasizes creativity and innovation, which are two qualities I value in my work. I also see an opportunity to contribute to the company's growth by developing new marketing strategies.

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To introduce yourself professionally in an interview, start with a polite greeting, state your full name, mention your educational background and relevant work experience, highlight key skills and strengths, briefly share your career objective, and express gratitude for the opportunity.

Why should we hire you as a customer service rep? ›

"Because I have the experience and expertise in the area of customer support that is required in this position." This is a time to let the customer (the interviewer) know what your product and (YOU) can do for them and why they should listen to what you have to offer.

What is the best answer for "Tell me about yourself"? ›

The best way to answer "Tell me about yourself" is with a brief highlight-summary of your experience, your education, the value you bring to an employer, and the reason you're looking forward to learning more about this next job and the opportunity to work with them.

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