Patient Service Representative (Call Center)

OrthoCincy; Louisville (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

OrthoCincy is seeking a full-time Scheduling Coordinator to manage patient appointments by phone or online, coordinating with physicians and staff to match availability with patient preferences. The role requires delivering accurate service with a calm, professional demeanor while adhering to privacy regulations.

Responsibilities include maintaining the master schedule, handling prescription refill requests, and responding to inquiries from patients and insurers.

Qualifications

• High school diploma is required.
• Minimum one year experience in a medical practice and/or similar role.
• Experience in a high-volume call center is a plus.

Responsibilities

• Schedule appointments for patients by phone, website, or clinical requests.
• Match physicians’ availability with patient preferences using scheduling systems.
• Handle high call volumes with accuracy and efficiency under pressure.
• Respond to inquiries from patients, hospitals, insurers, and other medical entities.
• Maintain and update master schedule, ensuring cancellations and additions are entered daily.
• Prepare and process prescription refill requests and follow up via the messaging system.

Skills

Effective communication

Multi-tasking

Appointment scheduling

Calm under pressure

Education

High school diploma

Tools

Computerized scheduling systems

Job description

Description

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.

Contract Type

Full-time

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, including half days and overtime.

Knowledge

Performance Requirements

• Knowledge of the Companies 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).