Call Center Specialist

Emergeortho, P.A•Asheville, NC

3d•Onsite

About The Position

EmergeOrtho is North Carolina’s premier provider of comprehensive musculoskeletal care, with 60 locations across 28 counties. As the largest physician-owned orthopedic practice in the state, we are committed to offering world-class, compassionate care. Our Call Center Specialist position is crucial in managing all incoming calls, scheduling and rescheduling services, and assisting with related administrative tasks to ensure smooth operations and excellent patient experience.

Requirements

High school diploma or equivalent
Minimum two years of customer service experience, preferably in a medical office setting
Comfortable using multiple technology-based communication systems effectively and simultaneously
Previous experience using a multi-line phone system, preferred

Responsibilities

Utilizes practice management software to perform specific duties
Serves as a primary resource for all incoming calls
Directs all incoming calls to the appropriate staff/department based on pertinent information received from the caller
Returns phone calls within acceptable time frames
Maintains a pleasant, cooperative demeanor while performing all duties
Updates account information in the practice management system as necessary
Retrieves and directs messages from the general voicemail box and after-hours call service to the appropriate staff member
Notifies Team Lead or Manager of issues interfering with department operations
May be asked to maintain logs for statistical follow-up of phone activity
Will act as a backup to the Referral Coordinator role
Follows all applicable department and practice policies and procedures
Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice
Maintains detailed knowledge of practice management and other computer software as it relates to job function
Performs other duties as required and assigned by Manager, including schedule changes and travel to office locations as assigned
Attends all regular meetings