Call Center Representative (On-Site)

Description

Work Type: Full-Time | Non-Exempt

Practice Introduction

Princeton Orthopaedic Associates (POA), a division of OrthoNJ, is a Community of Extraordinary Care professionals serving Central New Jersey since 1974. With 29 physicians, including 19 Orthopaedic surgeons, across 7 office locations, urgent care centers, and surgical center, POA operates as an outcome-focused orthopaedic practice that combines extraordinary talent, advanced techniques, and cutting-edge tools with compassionate service. As part of New Jersey's largest independent orthopaedic group practice, POA physicians work collaboratively to provide personalized, patient-centered care while maintaining the values and autonomy of the private practice model.

Princeton Orthopaedic Associates is built on a foundation of compassion, patient focus, quality, collaboration, honesty, and excellence. We are a community where every team member—regardless of role—is expected to embody these values in their daily work, hold themselves and colleagues accountable to high standards, and speak up when behavior falls short of our expectations. We foster a culture of continuous improvement where feedback is welcomed, mistakes become learning opportunities, and successes are celebrated together. As a member of our team, you'll be expected to contribute ideas, mentor new colleagues, and actively participate in creating an environment where both patients and staff thrive.

Requirements

We are seeking a dedicated, empathetic, and enthusiastic Call Center Representative to join our team in the Call Center, where the goal is to provide exemplary service and a positive experience to every caller.

The Call Center facilitates inbound calls from patients who wish to schedule appointments or have questions about their medical conditions. Ideal candidates will have knowledge of health insurance guidelines, medical terminology, strong communication skills, and be able coordinate urgent and non-urgent appointments utilizing different provider schedules. Team members must be able to work swiftly with high attention to detail and ensure customer satisfaction while maintaining a professional demeanor.

Key Responsibilities

• Answering incoming calls; scheduling, rescheduling, and canceling patient appointments with the correct provider
• Manage large amounts of inbound and outbound calls in a timely and friendly manner
• Accurately and professionally collect patient demographic, insurance, and third-party information to ensure the patient's chart is accurate and up to date
• Quickly identify patient needs, clarify information, and transfer patient calls to the right department
• Work closely with billing team for insurance eligibility, and insurance referral requirements
• Directing calls to the proper departments
• Processing incoming electronic referrals and faxes
• Display superior customer service skills and excellent verbal communication skills and be able to handle a very fast-paced environment.
• Ability to exhibit cooperation, flexibility, and provide assistance when interfacing with physicians, management, staff, and patients
• Collaborate and develop strong professional relationships with team members
• Additional duties as assigned by the supervisor or manager to meet department needs
  
  

Required Skills/Abilities

• Must be able to work the hours needed, including occasional Saturday and Sunday hours
• Ability to communicate effectively on the telephone
• Ability to handle a "call center" environment: work quickly and multi-task
• Ability to handle confidential and sensitive information
• Ability to exercise good telephone manners to handle calls appropriately and professionally
• Ability to demonstrate compassion and sensitivity to caller
• Ability to work in a team-oriented environment
• Very familiar with computer functions and programs
• Ability to type quickly and accurately while speaking on the phone
  
  

Experience / Qualifications

• High school diploma or equivalent
• Will only be considered if have previous call center and orthopaedic/medical experience
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to multitask in a fast-paced environment
  
  

Compensation & Benefits

OrthoNJ, LLC is required by New Jersey law to disclose the compensation range for this position. The hiring range for this role is $17.50-$24.00 per hour. Compensation is determined based on several factors, including but not limited to the candidate’s qualifications, relevant experience, and geographic location. Certain roles may also be eligible for additional compensation, such as bonuses or incentive pay, as well as benefits. Eligible full-time employees are offered a comprehensive benefits package, which may include paid time off, medical, dental, vision, and a retirement plan.

EEO Disclosure

POA is an equal opportunity employer.

POA, as a member organization of OrthoNJ, is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions – including recruitment, hiring, compensation, training, promotion, transfer, discipline, dismissal from employment, and other personnel matters – without regard to actual or perceived race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.