Customer Service Representative Duties and Responsibilities

customer servce representative

Customer Service Representatives perform various duties serving customers on behalf of their companies

Customer Service Representatives (CSRs) find employment in firms that create and sell products or services that may need customer support after purchase.

Their duties and responsibilities are majorly to be the contact persons that customers can reach by phone, email, and personal contact, to help them fix whatever problem they are having with the company’s product or service that they purchased.

Specifically, CSRs are found at customer contact centers, banks, insurance firms, and stores where customers can make contact with the company’s representatives and get answers to whatever questions or support they may need.

Here are some typical duties/tasks and responsibilities customer service representatives perform:

In the financial service industry:

  • Customer service reps working in a financial service firm will take calls and respond to customers’ inquiries and requests, which may include general information about their accounts, withdrawals and contributions or deposits. It can also be request for certain product information, tax issues, updating an account, and how to process financial transactions.
  • Respond to questions and provide adequate and satisfactory answers relating to investments, following FINRA/SEC guidelines.
  • Provide assistance to participants when initiating loans or carrying out financial transactions using automated voice response system or the company’s web site.
  • He/She may be asked to make outbound calls, and to properly submit requests for research and follow-up, if it is needful to do so.
  • He/She will understand, evaluate, and execute all fresh communication concerning plan updates and adjustments.
  • The customer service rep will also run disbursement quotes, participate in meetings, and training programs, and act on managerial feedback.

In the insurance industry:

  • The CSR handles quotes and billing, adjustments, and policy inquiries on the phone, thereby providing support to agents and customers.
  • He/She will provide assistance to team members on difficult policy inquiries and service calls.
  • Provide adequate answers to agents and team members on coverage, position of policy, and complex rating concerns.
  • Enter policy change on-line in the process of phone conversations with policy holders and agents; make on-line quotes available to customers, as well as carry out and solve all issues concerning direct bill.
  • Participate in the company’s on the job training programs for team members.
  • Perform effective monitoring of team members, ensuring that processing are done accurately, records are accurately and properly processed and documented,
  • Settle whatever conflict there might be over policy between agent, customer, and company.
  • Look into all customer complaints regarding insurance and collect needed information before making an official written statement.
  • Supervise workflow in the unit, and ensure that company service standards are adhered to.
  • He/She will also supervise the investigation of problems that may arise in the system.
  • Perform as team leader in the absence of the manager, and carry out special projects that may be assigned.

Related Post: Customer Service Job Descriptions

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Customer Service Representatives on the job at Time Warner Cable



Posted on September 10, 2013

7 Examples of Registered Nurse Resume Objective

Registered nurse

Registered Nurse performs various duties in providing care to patients

Writing an effective resume for the position of Registered Nurse starts from the Objective section, which is the first section that the prospective employer reads.
This section must be well written to capture the interest of the employer for them to give the resume the needed attention and to go ahead to read other sections. It is therefore very important to learn how to write a captivating Objective if you want your resume to have a chance of getting you the much desired interviews.

Here are seven examples of a good Resume Objective for the Registered Nurse job.

1. Desire the position of Registered Nurse in a competitive healthcare facility where my vast experience and skills will be utilized in determining the psychosocial, biophysical, self care and learning requirements of the patients, families, and other stakeholders to create, implement, and evaluate the plan of care.

2. Seeking the position of Registered Nurse in a challenging healthcare center where exceptional combination of theoretical and clinical skills is required to effectively perform the standard nursing procedure of assessing, planning, implementing, and reviewing patients care plan.

3. Looking for Registered Nurse Position in a community hospital to utilize efficient, professional, age specific, and exceptional nursing skills in carrying out standard nursing procedure of assessment, planning, implementation, and revision of the nursing care for a group of patients, following legal, hospital policies.

4. Seeking the job of Registered Nurse in a customer centered health facility where my deep passion and experience in providing safe, effective, and efficient nursing care to patients will be employed.

5. Desire Registered Nurse position in a healthcare center to provide excellent direct nursing care to assigned patients following established process, policies, and practice of the center.

6. Seeking the position of Registered Nurse in a demanding health facility where my profound abilities, knowledge, and nursing skills will be utilized in providing suitable care in accordance to patients’ age will be utilized.

7. Desire the position of Registered Nurse in a Nursing Home where my strong knowledgeable, experience, and clinical skills are needed to develop, implement, and assess patients’ plans of care, and to provide remarkable service to patients and their families.

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Posted on September 5, 2013

How to Become a Certified Nursing Assistant

certified nursing assistant performing part of her duties

Certified Nursing Assistant carrying out part of her duties – helping a patient to move.

Deciding to become a Certified Nursing Assistant, CNA, is definitely a bright idea. The demand for Certified Nursing Assistants, who are also known as nurse aides, medical aides, home health aides, and patient care technicians, is on the increase and will continue that way for some more years to come.

More CNAs are needed to assist and support registered nurses so that they can give greater attention to the more complex aspects of their job, and with the support of the nurse assistant provide better care to patients.

There are two parts to complete in becoming a certified nurse assistant. The first part is to enroll into an accredited program where you will take the relevant classes that will adequately prepare you for the career.

Requirements for enrolling into a program

The requirements needed to enter into a CNA program generally include a high school diploma or its equivalent, immunization record, age, and passing a criminal background check. Some programs might in addition require you take and pass an entrance examination. There might also be other requirements, depending on the school or training center. You will therefore have to find out all the requirements from the admissions office of the schools you are thinking of enrolling in.

How to find the right program

You can find several programs out there offering nursing assistant, such as vocational schools, community colleges, and online classes that you can register with.

You can also find CNA programs with the American Red Cross and similar organizations; long-term healthcare facilities and certain hospitals; and assisted living communities. Although, you may not be required to pay tuition fees, you will however have to sign an agreement to work with the organization for a period of time after certification before you can be free to leave if you then so desired.

All of these programs offer basically the same curriculum, and so it doesn’t really matter which one you decide to enroll with, you will get the same training.

Nevertheless, you should ensure to do some checks before making up your mind to register with any. One of such checks is whether they are accredited to offer the program by the State’s Board of Nursing or by the Commission on Collegiate Nursing Education (CCNE), or other national governing organization.

This is very important as you may not be allowed to take the certification exam if you went through an unaccredited program. You may also not be able to advance your education in the nursing profession.

Another check you can carry out on a program is whether past graduates of the program have been doing well in the certification exams. If they haven’t been doing well, it might mean they have a problem with teaching and you wouldn’t want to go there naturally, compared to other schools whose graduates are usually passing certification.

You can also check on the convenience to study that the program offers you, as well as the tuition fees.

Putting all the above checks together would enable you to make the right decision of the program to go for.

What does the program entail?

Nursing assistant programs are usually divided into two sections. The first part is the theoretical aspect where teachings take place in the classroom. Students are exposed to the basics of healthcare service and how to provide efficient and satisfactory care to patients.

You will be taught medical terminology, anatomy, nursing and medical ethics, infection control, and other medical subjects. Other classes you will take include understanding the basics of patient care, and how to effectively carry out cardiopulmonary resuscitation (CPR).

The second part of the training is the practical or laboratory aspect. Here, students are assigned to clinics, doctor’s offices, and healthcare centers, under the supervision of a registered nurse, to learn and perform various actual duties of a certified nursing assistant, utilizing the theoretical knowledge they have gained in the classroom. A group of ten students are supervised by a registered nurse who assesses their performance and send back reports to their school or institution.

How long does it take to graduate?

The nursing assistant training program does not take long to complete unlike many other programs in the medical profession that take several years for students to graduate. Depending on the type of program you enrolled in, the training can be completed in as short as a few weeks or latest in six months.

The certification process

At the completion of the program, the next phase to complete is to become certified. Each State has an approved testing organization that assesses and certifies applicants. You will therefore have to find out who conducts certification exams in your state and what the tests look like.

In most states, the exams are in two parts: a multiple-choice written test taken by applicants in groups, and a skills evaluation test conducted on applicants individually in a clinic or hospital environment. Applicants will be given some skills to execute and the required equipment and supplies, and will be assessed by a registered nurse.

Why you need to be certified

You need to be certified as nurse assistant to be able to practice and advance your career. All States require certification, which is renewable periodically. The period for renewable is dependent on individual states, it is two years in some states, and five in some others.

Without being certified, it will be difficult to find employment as nurse assistant or aide in the healthcare industry, including at healthcare centers, rehabilitation centers, hospitals, clinics, and private homes.

Being a CNA, you have the opportunity to advance your career anywhere in the world as the certification is globally recognized. You also stand a better chance for quicker career growth and opportunity for promotions.

Being equivalent to a college recognized degree, a certified nurse assistant would enjoy similar benefits as college degree graduate, including earning high salaries (monthly and annually).

The certification also provides you the opportunity to mentor and teach junior nurses.

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Posted on August 30, 2013

Certified Nursing Assistants: Duties and Responsibilities

certified nursing assistant performing part of her duties

Certified Nursing Assistant carrying out part of her duties – helping a patient to move.

Certified Nursing Assistants, CNAs, are important health workers in the nursing profession. They are needed anywhere a nurse works, such as the hospitals, rehabilitation centers, doctor’s offices, and long-term healthcare centers, to provide support and assistance to the nursing team.

They are well trained through accredited educational programs, and are required by most States to be certified before being allowed to practice. They work under the supervision of registered nurses, and the educational training they receive enables them to perform basic nursing duties, while the nurses can concentrate on more complex and demanding parts of their responsibilities.

The specific duties and tasks performed by a nursing assistant will depend on where they are working – doctor’s office, rehabilitation clinics, long-term healthcare facilities, or hospitals.

Below are some of the duties and responsibilities a certified nurse assistant is expected to perform.

Certified Nurse Assistants working in long-term health facilities may perform some or all of the following tasks:

  • He/She will provide efficient, quality, and satisfactory customer service to residents and their families, colleagues, and vendors.
  • Perform nursing care duties following the laid down resident care policies and practice, ensuring that safety procedures and residents’ well-being are adhered to.
  • Ensure timely arrival to work in neat and clean uniform with a noticeable nametag.
  • Ensure residents have their bath, and assist in dressing and grooming them, following company’s care plan.
  • He/She will serve and collect food trays, and assist in feeding residents that cannot feed themselves.
  • Ensure food supplements and clean drinking water are provided to residents.
  • Help resident in walking and moving around in wheelchair.
  • Ensure residents’ rooms and equipments are clean and tidy.
  • Apply equipment in a safe manner when performing resident/patient care duties, and ensure to adhere to infection control methods.
  • He/She will monitor and document observed signs and symptoms resulting from changes in patients’ condition.
  • Share relevant information with other healthcare workers needed to provide better care to patients.
  • Responsible for prioritizing patient activities taking into consideration the patient’s present care requirements.
  • He/She will be responsible for keeping and maintaining all documentation according to company policy, as well as State and Federal regulations.
  • Ensure to execute all tasks efficiently and safely by wearing relevant safety equipment.
  • Ensure to inform the supervisor of breach of company safety policy, accidents, or safety hazards.
  • Ensure a clean and tidy environment.
  • Adhere to company policies, State and Federal guidelines and health codes regarding foodstuff handling.
  • Participate in all important in-service conferences, conventions, and seminars to be abreast of developments in the industry.
  • Respect and obey all company’s procedures and policies.

Certified Nurse Assistants working in rehabilitation facilities may perform some of the following duties:

  • Under the supervision and direction of the registered nurse, he/she will provide one-on-one nursing care to the patient.
  • He/She will perform certain basic nursing duties as instructed by a nurse or physician, including CPR, determining and documenting both the intake and output of fluid, taking and documenting vital signs, carrying out dressings, observing and documenting signs and symptoms of diseases or circumstances that are common, and administering patients’ treatments according to the nurse or physicians order.
  • Help patients to carry out personal care activities, such as mouth and skill care, bathing, dressing and grooming, eating and drinking, using the toilet.
  • Assist patients in walking, exercising, and moving around.
  • He/She will ensure there is adequate supplies of materials used in providing patient care at all times by stocking and maintaining supplies in patients’ rooms and supply points.
  • Ensure that patients’ care data is recorded.
  • He/She may also be required to perform some clerical duties, such as answering of phones, placing order entry, and processing of charts.
  • He/She may be required to perform other duties that may be needed by the supervising registered nurse or physician.

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Posted on August 28, 2013

Registered Nurse Duties and Responsibilities

Registered nurse

Registered Nurse performs various duties in providing care to patients

Nurses play a critical role in healthcare service delivery. They perform various duties in hospitals, clinics, doctor’s offices, patients’ homes, in helping patients go through with treatment. Nurses may also work with healthy people where they assist them to prevent diseases and remain healthy.

Nurses are expected to go through an accredited educational program, and become certified as Registered Nurse before they are allowed to practice.

Here are duties/tasks/responsibilities a registered nurse is expected to perform:

  • Performs complete health and psychological checks and evaluation on the patient, including checking of vital signs, mental state, and patients’ diet and appetite.
  • Watches the patient’s condition
  • Advocates and encourages disease prevention habits
  • Participates in teaching and training of new nurses
  • Performs continuous assessment and evaluation of nursing service provided to patients to be sure it is effective
  • Admits new patients, initiates patient transfers when necessary, and performs re-certification. He/She will also perform resumption of care, and discharge patients.
  • Confirms changes to be made in Patient Care Plans with the attending physician and the supervisor in charge before going ahead to make them.
  • He/She is responsible for directing patient services.
  • Prepares and submit clinical record forms, such as clinical notes and progress notes every week, detailing services provided. He/She will also present each day a tally of patient care visits.
  • Interacts with the supervisor on patients’ condition and what treatment should be applied. He/She will be involved in case conference.
  • The nurse may discuss with the supervisor the need for other health professionals to be invited to help the patient.
  • He/She takes orders for paraprofessional services and tenders a referral to the staff in charge.
  • Partakes in the planning process to discharge patients.
  • Collaborate with other healthcare firms offering nursing services to ensure continuity of care, and to design and implement effective and comprehensive care plan to patients.
  • He/She is involved in staff growth and development meetings.
  • Attend in-service educational programs, conferences, seminars, and workshops periodically to update their knowledge and skills. He/She will also be involved in the activities of professional organizations, and perform individual research and reading of professional journals and other publications.
  • He/She is involved in the creation and assessment of the physician’s Plan of Treatment and carries out any change as directed.
  • Keeps abreast of developments and changes in the field of drug therapy.
  • Ensure to maintain State and Federal accreditation requirements for Medicaid regulations and others.
  • He/She may be asked to stand in for other nurses who are absent, and to perform other duties.

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Posted on August 27, 2013

How to Become a Medical Assistant

Medical Assistants play important roles in clinics, hospitals, and other medical centers where they assist nurses, physicians, and other healthcare providers to be able to provide quality service to patients. They perform both administrative and medical support functions: More on the duties of Medical Assistants.

You can become a Medical Assistant by taking any of the following two ways:

On-the-job Training

If you have taken courses in Biology, Chemistry, and anatomy at High School, you can be taken in by healthcare centers for in-house training on the job. This is possible because in most states, medical assistants are not mandated to pass through a formal educational program or be certified.

At the medical center, the new assistant in training is taught how to take and answer calls, speak to patients, and perform routine office duties. They are also taught medical terminologies, name and uses for different instruments, as well as how to code all forms of medical records, and document patient information.

This kind of training can last for several months to enable the trainee to gain all the knowledge, skills and abilities they needed to have to be able to provide adequate assistance to a medical practitioner.

Educational Program and/or Certification

Another way you can become a medical assistant is to go through an educational program and/or become certified.
Although most states do not require educational program or certification to work as medical assistance, it is increasingly becoming important to go through a one or two-year program because more employers are hiring only those formally trained. Also, some states may need you to have completed an accredited program or be certified or both, to be able to perform such advanced duties as administering injections and taking of x-rays.

There are several schools – vocational schools, technical schools, community colleges, and universities – that have been accredited to offer programs in medical assistance. A one-year program leads to the award of a diploma, while you will bag an associate’s degree for a two-year study. All the programs consist of both classroom and laboratory sections, where you will take courses in medical terminology and anatomy.

How to be certified as Medical Assistant

To obtain certification as medical assistant, you will have to take and pass an exam from an approved certification body. There are presently four organizations that have been approved by the National Commission for Certifying Agencies. They include: the American Association of Medical Assistants (AAMA); the American Medical Technologists; the National Center for Competency Testing; and the National Healthcareer Association.

Certification through the American Association of Medical Assistants confers the award of Certified Medical Assistant (CMA) on the individual. To qualify to take the AAMA exam, you will be required to have completed a medical assisting program after high school education. The program should be accredited by the Accrediting Bureau of Health Education Schools (ABHES) or the Commission on Accreditation of Allied Health Education Programs (CAAHEP).

Passing the certification exam of the American Medical Technologists leads to the award of Registered Medical Assistant (RMA); while the National Center for Competency Testing confers National Certified Medical Assistant (NCMA); and the National Healthcareer Association awards Certified Clinical Medical Assistant (CCMA).

All the three certification bodies: the American Medical Technologists; the National Center for Competency Testing; and the National Healthcareer Association do not require applicants to go through formal educational training in medical assisting before taking their exams.

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Posted on August 24, 2013

The Medical Assistant’s Duties and Responsibilities

The duties and responsibilities of Medical assistants are performed in clinics, hospitals, medical centers, and other healthcare facilities, where they provide support and assistance to nurses, physicians, surgeons, and other healthcare providers to enable them to deliver quality service to patients.

According to the Bureau of Labor Statistics, employment for Medical Assistants is likely to increase by 31 percent from 2010 to 2020. This is because a lot of physicians are hiring more medical assistants to help them with certain administrative and clinical duties so that they can have more time to see more patients.

If you are thinking of becoming a medical assistant, or are about getting your first medical assisting job, here are some tasks you will be expected to perform.

Duties and Responsibilities of Medical Assistants

  • Perform patient care responsibilities, including handling patients’ schedules and organizing their flow; provide support to patients in walking, dressing, transferring, and movement to examination or procedure room.
  • Take and process specimens; prepare patients for examination; and perform point of care testing. Provide support to physicians by performing various procedures. Take vital signs and other relevant information, such as weight, height, drug allergies, current medications and recurring problem; send instructions to patients and or families from physician; take calls and provide important and relevant information.
  • Perform clerical duties, including sending and receiving patient medical records; receiving hospital notes, x-ray/lab reports, and referral information. Make requisitions and complete forms as required.
  • Responsible for managing charts to ensure information is accurate and documented correctly. The medical assistant may perform these tasks by employing the electronic medical record (EMR) system or by manually means.
  • Make orders using the electronic medical record (EMR) system. He/She can also generate prescription refill requests on behalf of the physician which the ordering physician will review and approve.
  • Responsible for performing inventories, ordering, and stocking of medical items as necessary.
  • Follow established sterilization techniques and infection control policy of the hospital in treating and handling instruments, as well as in setting up of examination room.
  • Responsible for maintaining logging system as needed for refrigeration of medications, point of care testing, sterilization process, crash cart, or others as needed.
  • Find out the expiration dates on all medications and medical items, and follow hospital policy in disposing them.
  • Ensure to maintain at all times a healthy, safe, and secured work environment by adhering to hospital’s environmental and safety policy; Abide by state and national regulations.
  • Ensure to follow all hospital established rules regarding the use of personal protective equipment that protect healthcare providers against exposure to potentially harmful substances, including body fluids, chemical disinfectants, and radiation.
  • Responsible for maintaining medical charts, such as Op Reports, filing, test results, home care forms.
  • Perform scheduling of surgeries and other procedures solely, or work with Surgical Coordinator to confirm dates with patients. Produce charts, pre-admissions and consent forms as required.
  • The Medical Assistant will be responsible for performing phlebotomy duties
  • Schedule appointments for patients and perform registration for them; update patients’ insurance and demographic records.
  • Perform maintenance, adjustment and confirmation of patient office schedule.
  • Confirm and update patients’ insurance information using hospital developed software or through other means on the Internet.
  • Perform and confirm pre-certification for procedures as necessary.
  • Perform other duties that may be assigned.

Notice that the duties Medical Assistants are expected to perform vary with the size of the healthcare facility, location, and specialty. You may therefore not be required to perform all the tasks above.

See complete Medical Assistant Job Description

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Posted on August 23, 2013

10 Medical Assistant Resume Objective Examples

Medical Assistant

Medical Assistants perform various duties assisting nurses and physicians in providing healthcare services to patients

The Objective section of the resume is the part that states the job position you are seeking and why you are applying for it. More than any other part of the resume, the Objective must be very compelling as it is the first line that the prospective employer reads.

It has to be punchy and communicate great value straightaway to the targeted employer. Failure to write powerful Objectives may put your resume among those that are not even read to the ending, talk less of getting an interview appointment, when the employer has to deal with hundreds of resumes from applicants for the same job within a short period.

Powerful Objectives make your resume to standout, and encourages the prospective employer to give it attention.
Here are ten examples or samples of Objectives for Medical Assistant resume which you can adopt when writing your resume for a medical assisting job.

1.    Seeking the position of Medical Assistant in a challenging healthcare facility where my vast knowledge and experience of nursing functions will be employed in providing exceptional support to Physicians, Registered Nurses and Radiology Technologists

2.    Looking for a Medical Assistant position in a clinic where my enormous nursing skills and abilities will be utilized in assisting physicians with the examination and treatment of patients

3.    Desire the position of Medical Assistant in a Community Hospital where my huge experience of both front and back office medical assisting duties will be greatly employed

4.    To work as Medical Assistant in a clinic where my exceptional ability to perform laboratory procedures, CLIA waved testing, and other procedures will be of great value

5.    Seeking employment as Medical Assistant in a medical center that needs exceptionally talented professionals with strong ability to perform both administrative functions and Medical procedures

6.    Seeking Medical Assistant position in a medical center where my uncommon ability to provide clinical office support to Physicians & Surgeons and to perform patient care and administrative duties necessary to deliver quality patient care will be utilized

7.    Looking for the position of Medical Assistant in a hospital where highly competent professionals are needed to provide support to nurses and physicians in providing excellent healthcare services to patients

8.    Seeking to work as Medical Assistant in a clinic to apply my sound Front Office experience, including Insurance Verification, and Back Office Blood Draws, Injections, and Immunizations experience

9.    Desire the position of Medical Assistant in a competitive medical facility to effectively collaborate with physicians, nurse practitioners, physician assistants, registered nurses, licensed practical nurses and other health care providers to perform a variety of patient care activities

10.    Looking to work as Medical Assistant in a healthcare center where strong expertise is needed to provide direct and indirect patient care to patients being treated within outpatient practice

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Posted on August 22, 2013