FastMed’s Customer Relations Representative is responsible for providing centralized support for a variety of patient services; including incoming general inquiries, MyChart (patient portal) registration requests and assistance, telemedicine visits, and other miscellaneous inquiries that need a response, like Better Business Bureau claims, etc. This role represents FastMed and entails direct interactions with patients outside of a clinic; while embodying FastMed's Mission, Vision and Values. This position may qualify for remote work.

This department, including the team members roles within it, are evolving at FastMed. The ideal candidate will be comfortable with change, thrive in a multi-faceted position and pivot as needed. This position reports to the Customer Relations Manager.

DUTIES AND RESPONSIBILITIES:

• Process incoming Telemedicine appointment requests across all regions.
• Must co-ordinate registration for the patient via MyChart for all telemedicine appointments.
• Verify all requirements of registration have been completed – demographics, insurance (when applicable), ID, and patient signatures to FastMed policies Schedule, reschedule, and/or cancel of appointments as needed by patients.
• Coordinate follow-up appointment for patients if clinic referral is indicated by the provider.
• Accept and resolve all calls related to Telehealth appointments and MyChart requests.

• Handle MyChart requests from patients, like account setup, activation, registration, and general troubleshooting of MyChart processes.
• Set up Proxy access of patient’s MyChart for Parents/Guardians of minor patients as needed, requests for account setup, activation, eCheck-in, and general troubleshooting of MyChart processes.

• Monitor incoming web submissions from the company’s websites to resolve questions or requests patients may have.
• Triage specific inquiries as needed to the appropriate party (Example: Billing questions, refund requests, complaints owned by operations, etc.).

• Address all Better Business Bureau electronic communications.
• Enter all BBB claims into company ticketing system.
• Link appropriate departments and individuals to BBB tickets for timely follow-up.
• Strictly follow HIPAA compliance rules with all communications, internal or external.
• The role may evolve to including management of customer outreach via social media.

Additional Role Expectations:

• Customer Relations reps may communicate with patients via phone and email. Communication with patients may be conducted virtually over chat should a platform with this capability be developed.
• Customer Relations Representative must report any technical problems to Customer Relations Manager & IT Support.
• Providers communicate with Customer Relations Representatives who then contact Telehealth patients to facilitate in-clinic transfers.

ESSENTIAL EDUCATION SKILLS AND EXPERIENCE:

• Minimum of High School diploma or equivalent.

SKILLS

• Ability to multi-task, provide quality customer service, prioritize, and use critical thinking.
• Excellent organizational and interpersonal communication skills.
• Must be able to communicate with patients in a clear and supportive manner.
• Language and grammar proficiency required to communicate with patients and other customers via email and phone.
• Must be able to communicate clearly with healthcare providers.
• Must remain calm in a busy or stressful situation.
• Must be flexible and able to alternate between roles and responsibilities, as needed
• Establish and maintain effective working relationships with team members.
• Be knowledgeable of Microsoft office products and email.
• Punctual and accountable in a remote work environment.
• Ability to work on weekends and holidays as needed.

EXPERIENCE

• Minimum one-year experience in customer service
• Healthcare customer service experience preferred
• Telemedicine and Epic experience preferred
• Typing and computer proficiency in Windows-based software

PHYSICAL DEMANDS:

Customer Relations Representatives must be able to operate a computer for extended periods of time. This position will require long periods of sitting. The ability to verbally communicate with patients. Lifting of no more than ten pounds.

WORK ENVIRONMENT:

The position requires the team member to work over the phone and with a computer in a non-patient-facing environment that involves long hours of sitting.

MANAGERIAL DEMANDS:

While performing the essential functions of the job, the team member will be required to be available via cell phone during work hours, as well as before and after work hours and on weekends, to answer calls and concerns. The role requires regular checking of their FastMed email.