Call Center Representative

ENGLEWOOD ORTHOPEDIC ASSOCIATES

JOB DESCRIPTION

Department: Call Center

Title: Call Center Representative

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

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
• Monday to Friday

Ability to Commute:

• Englewood Cliffs, NJ 07632