Patient Service Representative (Call Center)

Description

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:

• •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 work day. Must be able to remain focused and attentive without distractions (i.e. personal devices).