Service Center Representative - Orthopedic Call Center

Westfields Hospital & Clinic•Bloomington, MN

1h•$20 - $29•Onsite

About The Position

TRIA is looking to hire a Service Center Representative to join their orthopedic team. The primary work of the Service Center Representative will be dedicated to managing and responding to a high volume of incoming calls. Calls are a mixture of scheduling, messaging as well as assuring the patient is prepared for the next interaction with the care team. The employee will follow processes and procedures that support standard work including defined specific scripts that assure all calls and requests are handled in a timely, accurate and professional manner. The major focus of the Service Center is to provide the best service that supports the goal of Everyone Caring Every Day while building relationships. In addition, employees will support areas within a medical setting with strong interpersonal skills and flexibility. Employees will maintain patient confidentiality to protect patient rights. Furthermore, employees will provide excellent customer service (i.e. providing a pleasant greeting and a “I’m here to help you attitude”), complete defined work in a timely and professional manner, support on-going process improvement and organizational/department changes, identify self and department in all phone interactions, accept additional related tasks and maintain a clean and orderly work area.

Requirements

Critical thinking to manage the complexity of using multiple processes and applications while supporting patient safety needs and experience.
Ability to handle and implement frequent changes in processes and protocols.
Strong verbal and written communication skills.
Human relations sensitivity.
Strong customer service skills.
Listening and telephone etiquette skills.
Accurate computer/keyboarding skills.
Comfort in asking patients for copays and payments.
Ability to promote and maintain good patient relations.
Ability to maintain patient confidentiality.
Demonstrates knowledge of age related growth and development principles necessary to provide appropriate service and assure safety of patients.

Nice To Haves

Some post-secondary education.
Medical terminology knowledge.
Computer skills including using dual monitors.
Call Center experience.
Some medical background.

Responsibilities

Managing and responding to a high volume of incoming calls.
Handling scheduling and messaging.
Assuring the patient is prepared for the next interaction with the care team.
Following processes and procedures that support standard work.
Using defined specific scripts to ensure calls and requests are handled in a timely, accurate, and professional manner.
Providing excellent customer service.
Completing defined work in a timely and professional manner.
Supporting on-going process improvement and organizational/department changes.
Identifying self and department in all phone interactions.
Accepting additional related tasks.
Maintaining a clean and orderly work area.
Maintaining patient confidentiality to protect patient rights.