Phone Support Specialist

Orthopaedics East • Greenville, NC

17h • Onsite

About The Position

The Phone Support Specialist serves as the Practice’s primary phone operator, handling patient appointment calls and medical records requests. The role is central to patients’ first contact with the Practice and to maintaining accurate scheduling and records information. The position is full-time and on-site in the Patient Services department at the Greenville, North Carolina clinic, with a Monday–Friday schedule from 8 a.m. to 5 p.m. Work takes place at a workstation and involves sustained telephone and computer use, with frequent contact with patients, providers, clinical staff, insurance carriers, and outside offices.

The position requires compliance with the Practice’s Code of Conduct, Compliance Program, policies, and procedures. Employment begins with a 90-day probationary period during which performance, attendance, and suitability are evaluated. Employment is at will.

Spanish-speaking specialists designated as qualified bilingual staff provide oral language assistance to Spanish-speaking patients within the scope of the role, communicating effectively, accurately, and impartially while maintaining confidentiality. Requests for interpretation outside the role’s scope, including clinical discussions and informed consent, must be routed to a qualified interpreter.

Requirements

• At least one year of medical scheduling experience.
• Ability to communicate effectively and professionally with providers, patients, and coworkers.
• Strong customer service background and skills.
• Strong computer skills.
• Demonstrated problem-solving skills.
• Demonstrated flexibility as a team member.
• Demonstrated reliability and dependability.
• Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.
• Ability to receive and respond to detailed verbal and written instructions.

Nice To Haves

• Previous call center experience in a medical office setting.
• Experience in an orthopedic or specialty practice.
• Experience with an electronic medical record (EMR) or practice management system.
• Knowledge of medical terminology.

Responsibilities

• Answer incoming calls professionally, make outbound calls, and direct calls or tasks to the appropriate department or staff member.
• Make, verify, reschedule, and cancel patient appointments according to Practice scheduling protocols.
• Request insurance referrals for scheduled appointments.
• Monitor provider schedules for appropriate booking and adherence to scheduling templates.
• Route messages and provide care teams and other Practice staff with the details needed to act on calls.
• Create new patient accounts and update existing accounts, entering registration information accurately and addressing system alerts.
• Verify registration information and correct inaccuracies.
• Create and update insurance sets and check eligibility.
• Keep patients’ preferred pharmacies updated in their records.
• Update patient addresses from returned mail daily.
• Document new patients on the Practice’s referral tracker.
• Review upcoming patient encounters daily to confirm that required information is on file.
• Help patients set up and enable the patient portal and send portal invitations.
• Place notes on the patient portal when necessary.
• Respond to patient messages through the Practice’s secure messaging platform and to tasks routed from throughout the Practice, as assigned.
• Collect patient payments by telephone and advise patients of balances, fees, and unallocated balances in accordance with payment-handling procedures.
• Refer questions about coding, claim status, insurance disputes, and financial assistance to the Revenue Cycle department or Financial Counselor.
• Request reports and records from outside providers and facilities for patient charts and retrieve archived patient records as needed.
• Provide work or school notes on request, confirming the date the patient was seen, excluding Workers’ Compensation patients.
• Fax orders, notes, and related documentation to referred or referring facilities; confirm the recipient and destination number before sending and resend on request.
• Provide oral language assistance to Spanish-speaking patients within the scope of the role when designated as qualified bilingual staff; route out-of-scope interpretation requests to a qualified interpreter.
• Train new staff on phone, scheduling, account, and records procedures.
• Perform other duties as assigned.

Benefits

• Full-time employees are eligible for medical, vision, and dental coverage.
• Employer-provided life, AD&D, short-term, and long-term insurance for full-time employees.
• Paid holidays for full-time employees.
• Monthly accrual of paid time off (PTO) for full-time employees.
• Eligible employees may participate in the Practice’s 401(k) deferral program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed