South Bend Orthopaedics has an immediate opening for a full-time Surgery Scheduling Support Specialist.

BASIC FUNCTIONS

Utilizing excellent customer service and communication skills, answers incoming phone calls to the surgery scheduling department, either answering the questions, taking messages or routing call to appropriate parties.

SCOPE

Responsible for administrative and clerical tasks including professional and courteous verbal interaction.

ESSENTIAL FUNCTIONS
1. Answers inquiries and provides information to patients and visitors in polite, prompt, helpful manner both on the phone and in person.
2. Delivers exceptional customer service assistance providing an overall welcoming environment.
3. Answers common questions about surgical times, appointments, and instructions.
4. Answers questions and provides detailed information to patients regarding presurgical clearance, presurgical testing appointments, surgical times, scheduled arrival, and any other directional information needed.
5. Takes appropriate action in responding to questions from patients including, forwarding phone calls to appropriate recipients, entering messages in the EMR or surgery scheduling platform as well as returning calls in a timely manner.
6. Contacts patients via phone, mail or portal who have not yet scheduled surgery to offer the opportunity to schedule; if patient declines, documenting reasons and adding to tickler file for future contact as needed.
7. May assist surgery schedulers in printing and mailing surgery packets to patients scheduled for surgery.
8. May complete pre-procedure phone calls to confirm appointment times with patients.
9. Maintains clean, orderly workspace.
10. Other duties as assigned to assist in maximum efficiency in the surgery scheduling process but may also be required to assist other departments when the need arises.
11. Maintains confidentiality of all personal health information in accordance with HIPAA and company guidelines.

SKILLS and ABILITIES

1. Speaks with a smile, is kind and resourceful, and does not cross the boundaries of civility so that no caller
or visitor is made to feel uninvited or unwanted.
2. Ability to communicate clearly in person and on the phone and to establish/maintain cooperative
relationships with patients, families, physicians, staff and any other callers or guests.
3. Ability to organize and prioritize tasks effectively.
4. Friendly and polite with the ability to remain calm under pressure.
4. Navigate and effectively utilize computer software systems in office setting, prefer 50wpm typing skill with professional data entry skills including grammar, spelling and punctuation.

The job holder must demonstrate current competencies applicable to job position.

STANDARD QUALIFICATIONS
Education: High School Diploma or equivalent.
Experience:Minimum of two-year experience in customer service setting, preferably in a health care setting. Knowledge of medical terminology and experience with medical software/office equipment desirable.

PHYSICAL/MENTAL DEMANDS
Primarily office setting with minimal exposure to communicable diseases.
Work may require hand dexterity for telephone and office machine operation, stooping and bending to files and supplies, mobility to complete errands, or sitting for extended periods of time.

Must be able to view computer screens for long periods and hear at normal level. Occasional stress related to workload and customers with problems.
Requires use of computer equipment, work requires ability to walk, sit stand, use hands and fingers, reach with hands and arms, stoop, kneel or crouch.

ENVIRONMENTAL/WORKING CONDITIONS
Standing, sitting for up to 8 or more hours/day while doing computer input and responding to phone questions. Work requiring moderate speed and high degree of accuracy. Manual dexterity using calculator and computer keyboard.