Customer Care Professional

Job Overview

Job Description:

Work as part of the immunization team that provides immunizations for adults, adolescents, and/or children. Greet all patients and provide customer service to patients with questions concerning the vaccines that we provide. Preview and help complete required paperwork with patient. Help patient to determine what insurance is their primary insurance. Discuss payment options with patient and collect payment when required. Explain the collection of credit card information for balance billing of unpaid portion of insurance billing. Provide support to nurse(s) at clinics.

Job Duties include:

• As assigned, may assist in opening and/or closing the clinic. This may include setting-up or taking-down a table or small stand.
• Ensure vaccines are counted properly and placed in appropriate bags.
• Maintains inventory of supplies (paperwork). Limits waste.
• Work with the entire team to improve clinic work flow to enhance the patient experience and achieve the clinic goals.
• Assists nurses, as requested.
• Conform with all safety rules and use all appropriate safety equipment.
• Performs all other related duties, as assigned.

• Following internal procedures and external regulations.
• Bringing compliance issues to the attention of management.
• Successfully completing regulatory training requirements periodically.
• Working collaboratively in all facets of position to meet position requirements and support Company goals.

• Cultivating a positive work environment.
• Being efficient with time at work.
• Communicating effectively with partners, patients, and visitors as well as MIC management and staff.
• Being flexible and taking criticism constructively.
• Consistently reports to work on time prepared to perform duties of position.

• Partners: This means making an introduction when arriving; opening the clinic on-time; having no “patient” (customer) complaints; cleaning the clinic before leaving; and thanking our partner before leaving.
• Patients: This means providing a warm welcome; helping the patient with his/her paperwork (as needed); and giving the patient an immunization in a safe manner. Delighting each customer.
• Brand Ambassador: This means greeting shoppers and directing them to the clinic for immunizations.

• Assists patients with completing Patient Consent Forms.
• Collect Medicare, insurance information and/or other payments (e.g., check, credit or debit card). Issue receipts.
• Maintains accurate records during clinic operation.
• Accurate completion of all paperwork.

Job Requirements

• Ability to understand insurances.
• Ability to complete forms accurately, completely, and legible for scanning of forms.
• Ability to count and report monies (payments) received at clinic.
• Ability to read, analyze, and interpret policies, procedures, and regulations.
• Ability to effectively present information and respond to questions from patients, families, staff, and partners. Must have excellent verbal communication skills.
• Must have high level of interpersonal skills to handle sensitive and confidential situations. Position requires demonstrated poise, tact and diplomacy.
• Ability to represent Mollen Immunization Clinics effectively in a variety of settings with diverse communities.
• Ability to solve problems and deal with a variety of variables in situations.
• Strong attention to detail and well organized.
• Must have flexible scheduling in order to work hours necessary to fulfill job requirements.
• Must be able to maintain a calm, non-defensive attitude during crisis or potential crisis situations.
• Project a warm demeanor as well as be professional in attitude and appearance.
• Must have access to Internet and a personal Email address for training, scheduling, etc.
• Must have and maintain a valid State Driver’s License, maintain automobile insurance coverage and have access to an automobile.
• Ability to work schedule required to fulfill duties of position. At times, individual must be able to work in a fast-paced environment with ability to handle and prioritize multiple, competing tasks and demands.

Physical Environment

The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Associate is regularly required to talk or hear. The Associate regularly is required to stand, walk, sit, stoop, bend, twist, reach, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The Associate frequently lifts and/or moves up to 30 pounds. Specific vision abilities required by this job include close vision, ability to adjust focus, and manual dexterity in combination with eye/hand coordination. Must stay within one area for long periods of time.

Patients, at times, may exhibit undesirable behavior.

OSHA Category

Category II: This position performs tasks that involve no exposure to blood, body fluids, or tissues but employment may require performing unplanned Category 1 procedures in an emergency situation and may be working near hypodermic needles.

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.

Company Overview

Mollen Immunization Clinics is one of the largest and most trusted providers of influenza (flu) immunizations in the United States. We conduct a network of seasonal clinics at drug stores, supermarkets, shopping centers, superstores, corporations, schools, governments and a variety of community locations. We support thousands of clinics across the entire United States each year.

Mollen Immunization Clinics has provided continuous service and experienced consistent growth over the last twenty-one years. We have earned the trust and confidence of millions of patients and thousands of companies and institutions. National and regional retailers have placed their trust in Mollen Immunization Clinics to provide services to their patients and customers.