Contact Center Patient Care Representative

OrthoCincy; Edgewood (KY); Hybrid; USD 35,000 - 50,000; Full time

Job summary

OrthoCincy in Edgewood is seeking a full-time frontline patient care representative to provide exceptional support to patients and callers. The representative will schedule appointments, handle inquiries, and maintain accurate scheduling records, ensuring a high standard of patient care.

The ideal candidate will have a high school diploma and at least one year of experience in a medical or call center environment. Strong communication and multi-tasking skills are essential for success in this role.

Qualifications

• Minimum one year experience in a medical practice or high-volume call center is encouraged.
• Knowledge of medical practice protocols related to scheduling.
• Familiarity with anatomy and medical terminology.

Responsibilities

• Schedules appointments for patients via phone or website.
• Handles high volume of incoming calls with efficiency.
• Responds to inquiries from patients and medical entities.
• Maintains accurate scheduling records and updates.
• Follows HIPAA regulations and collaborates effectively.

Skills

Effective communication

Critical thinking

Multi-tasking

Customer service

Education

High school diploma

Job description

Description

Join our dynamic team as a frontline patient care representative who interacts with patients to provide exceptional and compassionate patient care. The patient care representative may have the option to work remotely after an introductory training period.

Job Type: Full-time

General Job Summary

Vital to the success of our organization with providing OrthoCincy patients and all other callers a premier Ortho experience while focusing on their individual needs.

Essential Job Functions

• Schedules appointments for patients either by phone when they call in, through the company website or when requested from the clinic via computerized message system.
• Uses computerized system to match physician/clinician availability with patients’ preferences in terms of date and time.
• Ability to handle a high volume of incoming calls, while maintaining a high standard of productivity, efficiency and accuracy while working under pressure.
• Must be able to respond to various inquiries made by patients, hospitals, insurance companies, as well as other medical entities.
• Engaging in active listening with all callers, while acting as a contact point person between patients, providers and staff.
• Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Updates physicians/clinicians or medical assistants.
• Ensures that updates (e.g. cancellations or additions) are input daily into master schedule.
• Send requests to clinic for prescription refills and follow up with patients on messages from clinic via computerized message system.
• Establish and maintain effective working relationships with patients, providers, co-workers, and the public.
• Maintaining a calm, pleasant and compassionate tone while being able to diffuse tense situations.
• Follows HIPAA regulations.
• Perform other duties necessary or in the best interest of the department/organization.

Requirements

• Education/Experience: High school diploma. Minimum one year experience in a medical practice and/or position encouraged. Experience in a high volume call center a plus.
• Other Requirements: Schedules will change as department needs change.

Knowledge

• Knowledge of OrthoCincy’s Mission, Vision and Values.
• Knowledge of medical practice protocols related to scheduling appointments.
• Knowledge of anatomy and medical terminology.
• Knowledge of computerized scheduling systems.
• Knowledge of customer service principles and techniques.
• Knowledge of OSHA and safety standards.

Skills

• Skill in communicating effectively with providers, employees, customers and patients.
• Skill in maintaining appointment schedule via computerized means.
• Effective in critical thinking skills.
• Strong communication skills in a professional manner during stressful and sensitive situations with patients of all ages.

Abilities

• Ability to multi-task effectively.
• Ability to communicate calmly and clearly.
• Ability to analyze situations and respond appropriately.
• Ability to alternate between multiple computer systems in a timely manner.

Equipment Operated

Standard office equipment.

Work Environment

Standard call center workstation.

Mental/Physical Requirements

Involves sitting and viewing a computer monitor 90% of the work day. Must be able to remain focused and attentive without distractions (i.e., personal devices).