Service Center Representative/Call Center - Dallas - Texas Orthopaedic Associates
About The Position
The Service Center Representative is the first person patients interact with at the practice and is responsible for projecting a positive image and identifying callers’ needs and expectations through excellent patient service. The role answers and routes calls, schedules appointments, handles clinical messages and referrals, and follows practice procedures and HIPAA requirements. The position works in a climate-controlled office environment with little or no potential interference from elements or sound and typically follows an eight-hour, Monday-through-Friday workday. No supervisory responsibilities are listed.
Requirements
- High school diploma or GED, or one to three months of relevant experience and/or training, or an equivalent combination of education and experience.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write relevant correspondence and messages.
- Ability to speak effectively with patients/customers, employees, and management.
- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
- Ability to apply common-sense understanding to carry out written, oral, or diagrammatic instructions and to address problems involving several concrete variables in standardized situations.
- Ability to type 45 WPM.
- Basic proficiency in Microsoft Outlook and Office.
- Experience using, or ability to learn and comprehend, computer programs.
- Ability to talk and hear; use hands and fingers to type or handle paper; and reach with hands or arms.
- Occasionally able to stoop, kneel, crouch, crawl, and lift objects weighing up to 10 pounds.
Responsibilities
- Provide excellent customer service by listening to patients and appropriately serving them.
- Contribute to a positive work atmosphere through actions and attitude.
- Answer phones in a friendly, professional manner.
- Relay relevant information to appropriate internal staff.
- Follow practice procedures for appointment entry, scheduling, and rescheduling.
- Follow practice procedures for clinical messaging in the EMR/EHR, including use of the Radix system.
- Follow procedures for urgent patient messaging and communication with on-call clinical staff.
- May handle stat medical records requests.
- May assist with coordination of workers’ compensation cases.
- May assist with maintaining referrals in Leading Reach.
- Process online appointment requests as delegated by the Team Lead.
- Work referrals daily by importing them to Phreesia.
- Participate in office meetings and educational activities.
- Maintain a neat and orderly work area.
- Comply with HIPAA procedures and organizational policies, procedures, and code of conduct.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
