Patient Contact Specialist

Job Summary

The Patient Contact Center answers and routes all incoming calls for the company. You will be responsible for answering high-volume incoming calls to service a variety of patient requests, such as schedule appointment and update medical and demographic information; additionally, perform outbound calls to patients as needed for rescheduling. The position may require occasional early evenings and Saturdays.

Duties and Responsibilities

• Answer all incoming calls and expedite as quick and efficiently as possible.
• Create an Exceptional Experience for all patients.
• Speak with all new and established patients and schedules office appointments via phone.
• Using the telephone and computerized appointment scheduling program, schedule all patient appointments, according to physician-specified protocols. Inform patients of the information needed by the registration team; provide patients several scheduling options.
• Retrieve messages from voice mail system from patients who wish to schedule appointments.
• Prospectively inform all new and established patients about the practices payment at the time of service policy, and ensure understanding to arrive with referral forms, x-rays, etc.
• Use electronic medical records to document patient charts and relay patient questions/concerns to the appropriate provider/person.
• Refer all new patients to patient portal when possible and mail new patient packet as needed.
• Re-schedule patients as needed.
• Maintain patient confidentiality.
• Attend team efficiency meeting with supported providers and their teams.
• Communicate with providers as needed.
• Complete all other duties assigned by Team Lead/ Supervisor, Practice Manager, or Administrator.

Requirements and Qualifications

• Associates degree preferred; HS diploma or GED required.
• 2 in a customer service role; 1 years medical office experience preferred.
• EMR experience preferred.

Physical Demands

• Position requires manual and finger dexterity and hand-eye coordination.
• Involves standing, sitting, and walking.
• Team member will occasionally be asked to lift and carry items weighing up to 10 pounds; normal visual acuity and hearing are required.

Benefits

We offer a comprehensive benefits package that includes health (with employer contribution), dental, and vision insurance, employer paid base life, and other voluntary benefits*. Time off benefits include paid combined time off (CTO) and seven paid holidays, plus a floating holiday after one year of service. Retirement benefits include a 401(k) with company contribution and profit sharing after one year of service. Qualified team members become eligible to participate in medical benefits on the 1st of the month following date of hire, and retirement benefits after 90 days.

We also provide professional development opportunities, flexible work schedules, wellness incentives, healthy vending options, and relaxed dress code on Fridays. Our community-focused culture encourages participation in local events, fundraisers, and causes chosen by our team. We are committed to providing our employees with the resources they need to thrive both personally and professionally.

• Other voluntary benefits include Voluntary Short Term Disability, Long Term Disability, Critical Illness, Accident Insurance, Supplemental Life Insurance, and legal and identity protection and pet insurance.

Who We Are

Excelsior Orthopaedics is a multi-specialty orthopedic practice that has been providing comprehensive care since 2002. We have multiple locations throughout the Western New York region and a free-standing ambulatory surgery center, Buffalo Surgery Center. Excelsior Orthopaedics offers a suite of in-house services including general orthopaedic evaluation and treatment, podiatry, physical & occupational therapy, nutrition counseling, sports training, outreach athletic training, orthopaedic express care, imaging, durable medical equipment, and an outpatient total joint program. Buffalo Surgery Center provides surgical and procedural treatments for orthopaedic, pain and spine, podiatry, total joint replacement, and gastrointestinal patients. Our mission is to transform the lives of our patients by restoring function and enhancing quality of life. We are committed to innovative care that is driven by patient needs and supported by the most skilled, experienced team in Western New York.

The pay range for this position is determined based on several factors, including the candidate’s years of experience, qualifications, training, licenses, designations, and the overall market conditions.

This job description does not state or imply that the duties and responsibilities listed are the only ones required of this position. Team members in this role will be required to perform other job-related duties at the discretion of the employer and may have additional duties assigned as necessary.

Excelsior Orthopaedics and Buffalo Surgery Center are committed to the full inclusion of all applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.