ENGLEWOOD ORTHOPEDIC ASSOCIATES
JOB DESCRIPTION
Department: Call Center
Title: Call Center Representative 12pm to 8pm shift
Location: Englewood Cliffs
Reports to: Team Lead
Duties and Responsibilities:
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Answer incoming heavy volume of calls from patients and provide assistance with scheduling or general inquiries
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Respond to customer inquiries and resolve any issues or concerns in a professional and timely manner
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Perform data entry tasks accurately and efficiently
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Communicate effectively with patients, colleagues, and other departments to ensure smooth operations
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Utilize phone etiquette skills to provide a positive patience experience
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Schedule patient appointments as appropriate.
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Discuss patient responsibility upon appointment arrival; co-pays, deductibles, etc.
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Respond to questions from patients and other third-party individuals (e.g. attorneys, case managers, etc.).
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Confirm new patient and IME appointments twenty-four (24) hours before scheduled appointment.
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Document all add-on requests.
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Prepare documentation as requested by a physician, including, but not limited to:
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Third party forms (e.g. disability, FMLA, return to school, etc.)
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IME reports and other correspondence.
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Direct patients, as appropriate.
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Maintain physician office schedules and time off schedules, notifying appropriate parties (administration, clinical, etc) of all changes in the physician schedule.
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Process incoming mail for assigned physician(s).
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Advise requesting attorneys of cost for narrative reports and other special services:
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Bill the fees for these special services
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Track payment and completion of special reports.
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Follow all written protocols and procedures of the practice.
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Demonstrate courtesy and helpfulness toward patients and their families.
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Clear all messages before end of work day.
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Maintain knowledge of company policies, procedures, and products/services
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Handle customer complaints or escalations with empathy and professionalism
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Team player is a key for this role.
Job Qualifications, Education and Experience:
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Work as a team member within the patient services department and all other departments.
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Must be able to recognize and respond appropriately to urgent/emergent situations.
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Establish and maintain effective working relationships.
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Effectively cope with typical job stress.
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Document work processes as required.
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Other duties as assigned.
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Bilingual proficiency is highly desired
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Previous experience in medical customer service or call center environment required
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Knowledge of medical office procedures, medical insurances, and medical terminology is an asset
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Excellent communication skills, both verbal and written
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Ability to work in a fast-paced environment and handle multiple tasks simultaneously
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Strong data entry skills with attention to detail
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Ability to sit for long periods of time
Job Type: Full-time
Benefits:
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401(k)
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401(k) matching
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Dental insurance
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Health insurance
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Life insurance
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Paid time off
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Vision insurance
Schedule:
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8-hour shift 12pm to 8pm
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Monday to Friday
Ability to Commute:
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Englewood Cliffs, NJ 07632
