In my previous role, I encountered a patient who was extremely upset due to a billing error. I remained calm and listened to their concerns, then worked with the billing department to resolve the issue promptly. I kept the patient informed throughout the process and ensured they felt valued and heard. By the end of the call, the patient was satisfied with the resolution and thanked me for my assistance.

I prioritize tasks based on urgency and impact. For example, I immediately address any issues that could affect patient care or safety. I then focus on resolving issues that have a significant impact on customer satisfaction, such as billing disputes or appointment scheduling errors. I use a task management system to track progress and ensure nothing falls through the cracks.

I believe in active listening and empathy, which helps me understand the customer's needs and concerns. I also ensure clear and concise communication, whether through phone, email, or in-person interactions. Regular follow-ups and feedback collection help me gauge satisfaction levels and make necessary adjustments. Additionally, I stay updated on clinical protocols and policies to provide accurate and timely information.

I strictly adhere to HIPAA guidelines and ensure that all patient information is handled with the utmost confidentiality. I use secure communication channels and avoid discussing sensitive details in public areas. When sharing information, I verify the identity of the person I'm speaking with and only disclose what is necessary and appropriate. My goal is to protect patient privacy while providing excellent service.

I have extensive experience with various EHR systems, such as Epic and Cerner. I use these systems to access patient records, verify information, and update notes during customer interactions. This ensures that all relevant data is accurate and accessible to the clinical team. I also use EHRs to schedule appointments, review test results, and communicate with healthcare providers, which helps streamline the customer service process.