Contact Center Patient Care Representative

Description

 **Join our dynamic team as a frontline patient care representative who interacts with our patients to provide exceptional and compassionate patient care! The patient care representative may have the option to work remotely after an introductory training period.   

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

Essential Job Functions:

1. 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. 
2. Uses computerized system to match physician/clinician availability with patients’ preferences in terms of date and time.
3. Ability to handle a high volume of incoming calls, while maintaining a high standard of productivity, efficiency and accuracy while working under pressure. 
4. Must be able to respond to various inquiries made by patients, hospitals, insurance companies, as well as other medical entities. 
5. Engaging in active listening with all callers, while acting as a contact point person between patients, providers and staff. 
6. Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Updates physicians/clinicians or medical assistants. 
7. Ensures that updates (e.g. cancellations or additions) are input daily into master schedule. 
8. Send requests to clinic for prescription refills and follow up with patients on messages from clinic via computerized message system.
9. Establish and maintain effective working relationships with patients, providers, co-workers, and the public. 
10. Maintaining a calm, pleasant and compassionate tone while being able to diffuse tense situations. 
11. Follows HIPAA regulations.
12. 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.

Performance Requirements:

Knowledge:

1. Knowledge of OrthoCincy’s Mission, Vision and Values.
2. Knowledge of medical practice protocols related to scheduling appointments. 
3. Knowledge of anatomy and medical terminology. 
4. Knowledge of computerized scheduling systems.
5. Knowledge of customer service principles and techniques.
6. Knowledge of OSHA and safety standards.

Skills:

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

Abilities:

1. Ability to multi-task effectively
2. Ability to communicate calmly and clearly 
3. Ability to analyze situations and respond appropriately.
4. 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 work day. Must be able to remain focused and attentive without distractions (i.e. personal devices).