Call Center Agent

Spire Orthopedic Partners•Middletown, CT

9d•Hybrid

About The Position

Channel your expertise as a Call Center Agent and allow your keen attention to detail shine as you take on this important role. This position plays a key role in the efficient and effective clinical and administrative operations of the practice. Join a dedicated team focused on empowering orthopedic and spine specialists to transform patient lives and to be the best orthopedic and spine network in our community.

Requirements

High School Diploma or Equivalent required.
2+ years’ experience in a healthcare-related field, with specific administrative experience required.
Able to multi-task, work independently/productively, and be efficient in completing their duties.
Possess the ability to analyze, retain, and resolve issues and provide superior customer service to the client base.
Proficient in Microsoft Word, Excel, and Power PowerPoint.
Be organized and cooperative under stressful conditions.
Ability to be a team player, communicate effectively, and meet deadlines.

Responsibilities

Works directly with Physician and Team to ensure proper scheduling and patient care. Includes monitoring team communication and decision-making.
Creates, updates, and accesses confidential patients’ data in EMR with a high level of confidentiality and accuracy.
Main contact for all Provider correspondence and patient issues.
Demonstrate the ability to prioritize and multi-task.
Handles high volume inbound and outbound calls to and from patients in a timely manner, addressing patient needs or issues.
Obtains appropriate demographic and insurance information.
Updates and makes appropriate changes in EMR.
Obtains insurance verification, authorization, and/or referrals for services as needed, advises patient of these requirements.
Schedules patient appointments with the appropriate Provider in accordance with schedule template.
Ensures patient records are accurate and complete.
Informs patients of any copay or out of pocket costs; collects payments for services as needed.
Retrieves messages from voicemail, email, and EMR; responds to patients and outside agencies promptly.
Documents all patient encounters in EMR and routes appropriately.
Tasks appropriate PA Triage message group for prescription refills and patient messages.
Verifies pharmacy.
Assists with troubleshooting of Patient Portal issues.
Conducts daily chart review for upcoming appointments, ensuring accuracy and completion of patient appointment details, demographics, and insurance eligibility.
Manages and monitors Provider schedules, and blocks schedules when appropriate.
Works Orders and obtains authorizations.
Routes Orders as appropriate.
Works closely with Front Desk; cross covers when needed.
Receives and processes faxes and routes as appropriate.
Communicates with the entire team to include, including Physician, PA/APRN, Medical Assistant, Surgical Scheduler, and Administrative support.
Observes telephone flow; offering or requesting assistance as needed.
Other duties as assigned by the Manager.
Communicates effectively and professionally with patients, teammates, and providers.
Reschedules patients as needed and works Waitlist.
Creates Relatient Broadcast as needed to contact patients.