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:

Answer incoming heavy volume of calls from patients and provide assistance with scheduling or general inquiries
Respond to customer inquiries and resolve any issues or concerns in a professional and timely manner
Perform data entry tasks accurately and efficiently
Communicate effectively with patients, colleagues, and other departments to ensure smooth operations
Utilize phone etiquette skills to provide a positive patience experience
Schedule patient appointments as appropriate.
Discuss patient responsibility upon appointment arrival; co-pays, deductibles, etc.
Respond to questions from patients and other third-party individuals (e.g. attorneys, case managers, etc.).
Confirm new patient and IME appointments twenty-four (24) hours before scheduled appointment.
Document all add-on requests.
Prepare documentation as requested by a physician, including, but not limited to:
Third party forms (e.g. disability, FMLA, return to school, etc.)
IME reports and other correspondence.
Direct patients, as appropriate.
Maintain physician office schedules and time off schedules, notifying appropriate parties (administration, clinical, etc) of all changes in the physician schedule.
Process incoming mail for assigned physician(s).
Advise requesting attorneys of cost for narrative reports and other special services:
Bill the fees for these special services
Track payment and completion of special reports.
Follow all written protocols and procedures of the practice.
Demonstrate courtesy and helpfulness toward patients and their families.
Clear all messages before end of work day.
Maintain knowledge of company policies, procedures, and products/services
Handle customer complaints or escalations with empathy and professionalism
Team player is a key for this role.

Job Qualifications, Education and Experience:

Work as a team member within the patient services department and all other departments.
Must be able to recognize and respond appropriately to urgent/emergent situations.
Establish and maintain effective working relationships.
Effectively cope with typical job stress.
Document work processes as required.
Other duties as assigned.
Bilingual proficiency is highly desired
Previous experience in medical customer service or call center environment required
Knowledge of medical office procedures, medical insurances, and medical terminology is an asset
Excellent communication skills, both verbal and written
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Strong data entry skills with attention to detail
Ability to sit for long periods of time
Bilingual (English/Spanish) preferred

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Schedule:

8-hour shift 12pm to 8pm
Monday to Friday

Ability to Commute:

Englewood Cliffs, NJ 07632

Orthopedic Associates Of

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