Contact Center Patient Care Representative

Description

General Job Summary: Vital to the success of our organization with providing the Companies patients and all other callers a premier Ortho experience while focusing on their individual needs.

Essential Job Functions:

• Schedules appointments for patients either by phone when they call in, through the company website or when requested from the clinic via computerized message system.
• Uses computerized system to match physician/clinician availability with patients’ preferences in terms of date and time.
• Ability to handle a high volume of incoming calls, while maintaining a high standard of productivity, efficiency and accuracy while working under pressure.
• Must be able to respond to various inquiries made by patients, hospitals, insurance companies, as well as other medical entities.
• Engaging in active listening with all callers, while acting as a contact point person between patients, providers and staff.
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Updates physicians/clinicians or medical assistants.
• Ensures that updates (e.g. cancellations or additions) are input daily into master schedule.
• Send requests to clinic for prescription refills and follow up with patients on messages from clinic via computerized message system.
• Establish and maintain effective working relationships with patients, providers, co-workers, and the public.
• Maintaining a calm, pleasant and compassionate tone while being able to diffuse tense situations.
• Follows HIPAA regulations.
• Perform other duties necessary or in the best interest of the department/organization.

Requirements

Education/Experience:

• High school diploma.
• Minimum one year experience in a medical practice and/or position encouraged.
• Experience in a high-volume call center a plus.

Other Requirements: Schedules will change as department needs change, including half days and overtime.

Performance Requirements:

Knowledge:

• Knowledge of the Companies Mission, Vision and Values.
• Knowledge of medical practice protocols related to scheduling appointments.
• Knowledge of anatomy and medical terminology.
• Knowledge of computerized scheduling systems.
• Knowledge of customer service principles and techniques.
• Knowledge of OSHA and safety standards.

Skills:

• Skill in communicating effectively with providers, employees, customers and patients.
• Skill in maintaining appointment schedule via computerized means.
• Effective in critical thinking skills.
• Strong communication skills in a professional manner during stressful and sensitive situations with patients of all ages.

Abilities:

• Ability to multi-task effectively
• Ability to communicate calmly and clearly
• Ability to analyze situations and respond appropriately.
• Ability to alternate between multiple computer systems in a timely manner.

Equipment Operated: Standard office equipment.

Work Environment: Standard call center workstation.

Mental/Physical Requirements: Involves sitting and viewing a computer monitor 90% of the workday. Must be able to remain focused and attentive without distractions (i.e. personal devices).