Call Center Specialist

Mt. Washington Pediatric Hospital; Durham (NC); On-site; USD 21,000 - 28,000; Part time

Benefits offered by this job

Benefits based on hours worked per FAQ

Job summary

EmergeOrtho, a premier North Carolina orthopedic provider, is seeking a Call Center Specialist in the Durham area. The role handles incoming calls, schedules and reschedules services, and supports related administrative tasks to maintain smooth patient flow at multiple offices.

The ideal candidate has strong customer service experience in healthcare settings, proficiency with practice management software, and the ability to manage multiple communication systems while maintaining HIPAA compliance.

Qualifications

• High school diploma or equivalent is required.
• At least two years of customer service experience, preferably in a medical office.
• Comfort with multiple technology-based communications systems and a multi-line phone system.

Responsibilities

• Uses practice management software to perform duties.
• Serves as a primary resource for all incoming calls.
• Directs calls to appropriate staff/department from caller information.
• Returns calls within acceptable time frames.
• Maintains a pleasant demeanor while performing duties.
• Updates account information in the practice management system.
• Retrieves and directs messages from voicemail and after-hours service.
• Notifies lead/manager of issues affecting operations.
• May maintain logs for call activity; backup to Referral Coordinator.

Skills

Customer service

Communication skills

Phone etiquette

Education

High school diploma or equivalent

Tools

Practice management software

Multi-line phone system

Tech communication systems

Job description

• Job Category Non-Clinical
• Employee Type Part-Time w/ Benefits
• Manage Others No

EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. With offices across North Carolina, our Call Center Specialist position manages all incoming calls and directs them appropriately. The Call Center Specialist’s responsibility is to schedule and reschedule services and assist with related administrative tasks.

Requirements

Qualifications and Experience

• High school diploma or equivalent
• Minimum two years of customer service experience, preferably in a medical office setting
• Comfortable using multiple technology-based communication systems effectively and simultaneously
• Previous experience using a multi-line phone system, preferred

Responsibilities include, but are not limited to, the following:

• Utilizes practice management software to perform specific duties
• Serves as a primary resource for all incoming calls
• Directs all incoming calls to the appropriate staff/department based on pertinent information received from the caller
• Returns phone calls within acceptable time frames
• Maintains a pleasant, cooperative demeanor while performing all duties
• Updates account information in the practice management system as necessary
• Retrieves and directs messages from the general voicemail box and after-hours call service to the appropriate staff member
• Notifies Team Lead or Manager of issues interfering with department operations
• May be asked to maintain logs for statistical follow-up of phone activity
• Will act as a backup to the Referral Coordinator role

Other

• Follows all applicable department and practice policies and procedures
• Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice
• Maintains detailed knowledge of practice management and other computer software as it relates to job function
• Performs other duties as required and assigned by Manager, including schedule changes and travel to office locations as assigned
• Attends all regular meetings

From the mountains to the coast, EmergeOrtho is North Carolina’s premier provider, recognized for offering world-class, comprehensive, and compassionate care serving patients with 67 locations in 28 counties. As the largest physician-owned orthopedic practice in the state and the 2nd in the country, EmergeOrtho’s medical team includes upwards of 190 highly trained orthopedic specialists and nearly as many advanced practice providers. Our subspecialty orthopedic teams offer advanced expertise in conditions of the bones, muscles, and joints. Providing multiple locations, extensive orthopedic services including therapy, and focusing on continuity of care are among the top priorities of EmergeOrtho .

EmergeOrtho, P.A. complies with applicable civil rights laws and does not discriminatebased onrace, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy, childbirth and related conditions, including but not limited to, lactation, disability, veteran status, genetic information, or any other class protected by the state or local law.

• Note: Available benefits based on hours worked per week.