Korean-Speaking Call Center Representative

2df42913-fea1-4f70-958b-e57af2d31798•Englewood Cliffs, NJ

2d•$20 - $25•Onsite

About The Position

Englewood Orthopedic Associates is seeking a Korean-Speaking Call Center Representative for its Call Center in Englewood Cliffs. The representative answers a high volume of patient calls, helps with appointment scheduling and general inquiries, responds to concerns, and provides courteous, professional service. The role also involves data entry, appointment confirmations, communicating with patients and internal teams, and maintaining accurate physician schedules and documentation. The representative prepares physician-requested documents, processes mail, directs patients as appropriate, and handles administrative tasks related to special reports and services, including advising attorneys of costs, billing fees, and tracking payment and completion. The role follows practice protocols, maintains knowledge of company policies and services, handles escalations empathetically, and works with the patient services department and other teams. This is a full-time position with an eight-hour shift, Monday through Friday.

Requirements

Previous experience in medical customer service or a call center environment is required.
Excellent verbal and written communication skills.
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Strong data entry skills and attention to detail.
Ability to sit for long periods of time.
Ability to recognize and respond appropriately to urgent or emergent situations.
Ability to establish and maintain effective working relationships.
Ability to cope effectively with typical job stress.

Nice To Haves

Bilingual proficiency is highly desired.
Knowledge of medical office procedures, medical insurance, and medical terminology is an asset.

Responsibilities

Answer a high volume of incoming patient calls and assist with scheduling and general inquiries.
Respond to customer inquiries and resolve issues or concerns professionally and promptly.
Perform accurate and efficient data entry.
Communicate with patients, colleagues, and other departments to support smooth operations.
Use professional phone etiquette and provide a positive patient experience.
Schedule patient appointments as appropriate.
Discuss patient financial responsibilities, including co-pays and deductibles, upon appointment arrival.
Answer questions from patients and third parties, such as attorneys and case managers.
Confirm new patient and IME appointments 24 hours before the scheduled appointment.
Document all add-on requests.
Prepare physician-requested documentation, including third-party forms, IME reports, and other correspondence.
Direct patients as appropriate.
Maintain physician office and time-off schedules, and notify appropriate parties of schedule changes.
Process incoming mail for assigned physicians.
Advise attorneys of costs for narrative reports and other special services.
Bill fees for special services and track payment and completion of special reports.
Follow the practice's written protocols and procedures.
Demonstrate courtesy and helpfulness toward patients and their families.
Clear all messages before the end of the workday.
Maintain knowledge of company policies, procedures, and products or services.
Handle customer complaints and escalations with empathy and professionalism.
Work as a team member within patient services and other departments.
Recognize and respond appropriately to urgent or emergent situations.
Establish and maintain effective working relationships.
Document work processes as required.
Perform other duties as assigned.