Call Center Representative-12pm to 8pm Shift

Orthopedic Associates Of•Englewood Cliffs, NJ

5d•$20 - $25•Onsite

About The Position

The Call Center Representative will be responsible for handling a high volume of incoming calls from patients, providing assistance with scheduling, general inquiries, and resolving issues. This role requires accurate data entry, effective communication with patients and internal departments, and maintaining a positive patient experience. The representative will also manage appointment scheduling, discuss patient financial responsibilities, prepare documentation for physicians, and process incoming mail. Additionally, they will handle billing for special services, track payments, and adhere to all practice protocols and procedures.

Requirements

Work as a team member within the patient services department and all other departments
Must be able to recognize and respond appropriately to urgent/emergent situations
Establish and maintain effective working relationships
Effectively cope with typical job stress
Document work processes as required
Previous experience in medical customer service or call center environment required
Excellent communication skills, both verbal and written
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Strong data entry skills with attention to detail
Ability to sit for long periods of time

Nice To Haves

Bilingual proficiency is highly desired
Knowledge of medical office procedures, medical insurances, and medical terminology is an asset
Bilingual (English/Spanish) preferred

Responsibilities

Answer incoming heavy volume of calls from patients and provide assistance with scheduling or general inquiries
Respond to customer inquiries and resolve any issues or concerns in a professional and timely manner
Perform data entry tasks accurately and efficiently
Communicate effectively with patients, colleagues, and other departments to ensure smooth operations
Utilize phone etiquette skills to provide a positive patience experience
Schedule patient appointments as appropriate
Discuss patient responsibility upon appointment arrival; co-pays, deductibles, etc.
Respond to questions from patients and other third-party individuals (e.g. attorneys, case managers, etc.)
Confirm new patient and IME appointments twenty-four (24) hours before scheduled appointment
Document all add-on requests
Prepare documentation as requested by a physician, including, but not limited to: Third party forms (e.g. disability, FMLA, return to school, etc.), IME reports and other correspondence.
Direct patients, as appropriate
Maintain physician office schedules and time off schedules, notifying appropriate parties (administration, clinical, etc) of all changes in the physician schedule
Process incoming mail for assigned physician(s)
Advise requesting attorneys of cost for narrative reports and other special services
Bill the fees for these special services
Track payment and completion of special reports
Follow all written protocols and procedures of the practice
Demonstrate courtesy and helpfulness toward patients and their families
Clear all messages before end of work day
Maintain knowledge of company policies, procedures, and products/services
Handle customer complaints or escalations with empathy and professionalism
Team player is a key for this role