Page 57 - Business Development Orientation Binder

4/9/2019

Roles and Responsibilities of a Customer Service
Representative

Role and Responsibilities:

 Fax
o All documents from onsite staff (Home Care Consultant/ Intake Liaison) to
Intake
 FFE
o Assist with obtaining FFE (reminding the Social Worker or Case manager)

 Answer phone calls from family members
o Patient’s status.
o SW/CM Provide Updated address to HCC/ IL
 HCC/IL- will communicate via BD Coordination note to IC to update
address
 If this process changes your Branch director or Clinical Manager will
instruct you otherwise

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Roles and Responsibilities of a Customer Service
Representative continued

 Respond to Electronic Platform
o E-Discharge (Queens)

o ECIN (your assigned site)

 Daily Scheduling Chart
o Template will be provided by Clinical Manager
o Complete and send to the appropriate staff
o Complete also for weekend and send to scheduling team

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