Patient Care Representative II

Orthofix

1d•$19 - $25

About The Position

Why Orthofix? Guided by our organizational values – Take Ownership | Innovate Boldly | Win Together – we collaborate closely with world-class surgeons and other partners to improve people’s quality of life. At Orthofix, we want team members who build relationships and share knowledge, challenge the status quo, and deliver results every day to help us achieve our vision to be the unrivaled partner in Med Tech. Our global team of over 1,600 employees brings to market highly innovative, cost-effective, and user-friendly medical technologies that heal musculoskeletal pathologies for patients and the healthcare professionals who treat them. Looking to change people’s lives? Look no further. How you'll make a difference? The primary function of the Patient Care Representative is to make outbound calls as well as receive inbound calls from patients to resolve outstanding balances or issues; secure payment arrangements on balances owed to Orthofix; resolve patient disputes; and review accounts and make recommendations for external agency placement.

Requirements

3-5 years Orthofix customer service or 2-4 years medical collections experience preferred
Excellent teamwork behaviors while abiding by Orthofix Code of Conduct
Persuasive, energetic, and consistently professional/respectful in all communications
Strong verbal and written communication skills; professionalism in all internal and external communications a must
Ability to work independently and as part of a team
Comprehensive understanding of patient benefits and insurance carrier explanation of benefits
Strong exhibited performance in cash collections and professionally overcoming objections
Good judgment and decision-making ability which affect revenue
Excellent time management skills and ability to balance multiple tasks and priorities
Self-motivated with a high energy level and ability to perform effectively under pressure
Detail oriented and organized with an emphasis on quality
Strong analytical and decision-making skills
Strong computer and typing skills required - Windows environment

Nice To Haves

Some college preferred but will consider with proper experience.

Responsibilities

Timely completion of all corporate wide and departmental training
Understand and promote Integrity and Compliance adherence
Demonstrate effective interactions with peers and management; maintain effective communication lines/methods; engage management to help in solving problems as needed.
Responsible for promoting and maintaining positive customer service relations
Answer inbound calls from patients, TM's, distributors, and internal personnel
Maintain Patient Queue daily
Responsible for managing and resolving assigned tasks in a timely and effective manner through Oracle and other systems and processes.
Consistently meet or exceed departmental quality, productivity standards on a consistent basis while consistently meeting team goals and metrics
Speak with patients, answer technical questions, and troubleshoot product issues according to established procedures with high accuracy
Make decisions on the shipment of replacement units with high accuracy
Responsible for reduction of replacement costs through technical troubleshooting
Act as a liaison to the field, management, internal, and external customers
Document any/all patient complaints into the Oracle database accurately and efficiently for proper follow up according to established procedures with high accuracy
Provide 24-hour Customer Service to all customers via On Call Cell phone and laptop
Ability to perform satisfaction surveys for inbound calls
Ability to perform Stim onTrack support for inbound calls
Ability to back fill other personnel for additional inventory requests from the field
Receive sales orders from customers
Ability to back fill other personnel for sales orders fulfillment maintaining high accuracy
Enter patient and customer information into the Oracle and AppX systems
Responsible for educating field reps on how to fill out their paperwork correctly for wholesale orders
Receive payments from patients
Ability to assist patients with all financial assistance while in accordance with all financial policies and procedures
Ability to effectively assist all Level I team members with their job duties and responsibilities
Proactively suggest process improvements.
Utilize process knowledge to assist in documenting ideas/requirements.
Promote and exude a positive work environment
Regular Attendance Required.