Service Center Representative - Orthopedic Call Center

HealthPartners; BLOOMINGTON (MN); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Retirement program

Paid time off

Tuition reimbursement

Employee assistance program

Onsite clinic

Job summary

TRIA is hiring a Service Center Representative to manage a high volume of incoming calls, focusing on scheduling, messaging, and ensuring patients are prepared for the next interaction with the care team.

Role emphasizes professionalism, confidentiality, and adherence to defined scripts, with opportunities to support process improvements and maintain a positive patient experience.

Qualifications

• Critical thinking to manage complex processes while supporting patient safety and experience.
• Ability to adapt to frequent changes in processes and protocols.
• Strong verbal and written communication, customer service, and telephone etiquette; protects patient confidentiality.
• Accurate computer/keyboard skills; comfortable obtaining copays and payments; maintains patient relations.
• Knowledge of age-related growth and development principles for appropriate service.

Responsibilities

• Manage and respond to a high volume of incoming calls including scheduling and messaging.
• Follow defined scripts to ensure timely, accurate and professional handling of requests.
• Support care team interactions while maintaining patient confidentiality and trust.
• Assist with process improvement and department changes as needed.

Skills

Critical thinking

Verbal communication

Written communication

Customer service

Telephone etiquette

Medical terminology

Computer skills

Copay collection

Confidentiality

Age-related care knowledge

Education

Some post-secondary education

Tools

Dual monitors

Computer systems

Job description

TRIA is looking to hire a Service Center Representative to join our orthopedic team! Come join us as a Partner for Good and help us make an impact on the care and experience that our patients and their families receive every day.

Position Summary:

The primary work of the Service Center Representative will be dedicated to managing and responding to a high volume of incoming calls. Calls are a mixture of scheduling, messaging as well as assuring the patient is prepared for the next interaction with the care team.

The employee will follow processes and procedures that support standard work including defined specific scripts that assure all calls and requests are handled in a timely, accurate and professional manner. The major focus of the Service Center is to provide the best service that supports the goal of Everyone Caring Every Day while building relationships.

In addition, employees will support areas within a medical setting with strong interpersonal skills and flexibility. Employees will maintain patient confidentiality to protect patient rights. Furthermore, employees will provide excellent customer service (i.e. providing a pleasant greeting and a “I’m here to help you attitude”), complete defined work in a timely and professional manner, support on-going process improvement and organizational/department changes, identify self and department in all phone interactions, accept additional related tasks and maintain a clean and orderly work area.

Work Schedule:

M-F 8:30 am to 5:00 pm

Minimum Qualifications:

• Knowledge, Skills, and Abilities:

  • Critical thinking to manage the complexity of using multiple processes and applications while supporting patient safety needs and experience.

  • Ability to handle and implement frequent changes in processes and protocols.

  • Strong verbal and written communication, human relations sensitivity and strong customer service skills, listening and telephone etiquette skills, medical terminology knowledge desirable, accurate computer/keyboarding skills required, comfort in asking patients for copays and payments, ability to promote and maintain good patient relations and patient confidentiality, demonstrates knowledge of age related growth and development principles necessary to provide appropriate service and assure safety of patients.

Preferred Qualifications:

• Education, Experience or Equivalent Combination:

  • Some post-secondary education preferred.

• Licensure/ Registration/ Certification:

  • NA

• Knowledge, Skills, and Abilities:

  • Computer skills required including using dual monitors.

  • Call Center experience a plus.

  • Some medical background preferred.

Benefits:

Park Nicollet offers a competitive benefits package (for eligible positions) that includes medical insurance, dental insurance, a retirement program, time away from work, insurance options, tuition reimbursement, an employee assistance program, onsite clinic and much more!