Customer Relations Specialist in Columbia, MO at Compass Health Network

Date Posted: 11/2/2020

Job Snapshot

Job Description

Compensation: $12.75 hourly


Perform day-to-day functions of the clinic’s front office, such as: appointment scheduling, patient registration, data collection, nurse and provider paging, patient check-in and check-out, insurance verification, collection of payments and other patient inquiry and problem resolution. Provide courteous, unbiased and professional service to patients and assist other clinic staff as required.


  • Answer phone calls and transfer calls to appropriate staff when necessary
  • Take and disperse messages appropriately
  • Schedule appointments for providers, monitor cancellations and reschedule appointments according to scheduling guidelines
  • Note any changes in patient information in the electronic patient chart
  • Interview patients to obtain basic demographic information and update patient files as needed
  • Create an electronic patient chart that includes information gathered in the initial interview
  • Triage telephone calls; demonstrate good working knowledge of difference between emergencies and routine care
  • Greet arriving patients, verify appointment information, and notify clinical staff in accordance with procedure
  • Assist patients in completion of necessary forms
  • Verify household income information and sliding fee application
  • Verify all insurance eligibility and selection of FHC as primary care provider, when applicable
  • Attempt to collect all co-pays, and/or other monies due, working with billing specialists when applicable
  • Accept deliveries of supplies and mail
  • Maintain communication with other staff members regarding expected telephone calls, pages, and potential patient service related problems
  • Print patient plan at checkout (MEDICAL ONLY)
  • Print token for patient portal at check out
  • Utilize office equipment for copying and fax transmission of documents
  • Maintain and balance individually assigned cash bag
  • Perform end-of-day functions as assigned
  • Make reminder calls to patients
  • Distribute new patient packets as necessary
  • Responsible for insuring supply of needed forms and office supplies
  • Create correspondence to patients who fail to keep appointments in accordance with policy and provider request
  • Clean lobby, front waiting area, and patient restroom
  • Other duties as assigned by supervisor


  • Responsible for courteous patient scheduling, registration, and problem resolution in a timely and accurate manner, reflecting a friendly, compassionate, unbiased and professional patient service attitude
  • Responsible for courteous and timely telephone service to patients, providers, staff and other third parties, reflecting a friendly, yet professional customer service attitude
  • Maintain patient confidentiality and adherence to established policies
  • Assure accurate and timely collection and entry of all required patient demographic, insurance and other pertinent information
  • Coordinate with other functional areas of the clinic to provide a seamless experience for patients
  • Assure accurate and timely performance of end-of-day and other processing as required
  • Safeguard cash and checks from collected payments


Job Requirements


  • High school diploma or G.E.D.
  • Two years customer service experience
  • Working knowledge of computer applications such as word processing, spreadsheets, email systems
  • Previous experience in operation of office machinery: personal computer, printers, copiers, fax machines, postage machine, telephone systems
  • Ability to record and transmit detailed information
  • Ability to interpret and comply with applicable policies and regulations
  • Well-developed written and oral communication skills
  • Ability to exercise good judgment in evaluating situations and making decisions
  • Ability to use tact and sensitivity when communicating with patients
  • Ability to reach, stoop, walk, and lift 25 lbs
  • Adequate vision
  • Ability to multitask
  • Ability to maintain a professional attitude and appearance


  • Working knowledge of third-party payer systems: Medicare, Medicaid and commercial programs
  • One-year experience in a healthcare office setting and cash handling
  • Experience using multi-line telephone systems
  • Proficient in NextGen or other Electronic Health Record systems


Compass Health is an Equal Opportunity/Affirmative Action Employer and an E-Verify participant.