Call Center Agent

Location: Hybrid in Poughkeepsie, NY – remote after training.

About Us

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital, and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. Headquartered in Stamford, Connecticut, the Spire network spans the Northeast with more than 165 physicians, 1,800 employees, 285 other clinical providers, and 40 locations in New York, Connecticut, Rhode Island, and Massachusetts.

Responsibilities

• Greet all patients and office guests via telephone.
• Schedule and/or coordinate scheduling for all patients/clients calling for orthopedic, pain management, radiology, and strive to provide a one-call resolution.
• Enter patient demographics and insurance information to allow for pre-appointment verification.
• Verify eligibility for all scheduled appointments and determine deductible payment requirements.
• Inform patients appropriately about insurance coverage, in-network vs. out-of-network benefits regarding scheduling an appointment.
• Address patient balances at the time of scheduling; transfer/refer patients to the finance department for payment arrangements or to review account balance.
• Review required authorizations in the system for appointments and/or educate patients on insurance guidelines for coverage.
• Coordinate rescheduling of appointments canceled by the practice.
• Notate canceled or rescheduled appointments.
• Transfer calls to the appropriate department based on patients’ needs.
• Communicate with all departments effectively and efficiently to minimize wait times while providing high-quality customer service.
• Assist patients and/or family members with any requests.
• Maintain a professional work atmosphere through behavior and communication with patients, physicians, co-workers, and administration.
• Review call reminder reports daily and remove canceled appointments.
• Contribute to the team's monthly service goals.
• All other duties as assigned by the manager.

Requirements

• Bilingual (Spanish) preferred.
• Experience in a medical office setting.
• Excellent customer service and verbal/written communication skills.
• Organized and detail-oriented.
• Insurance, billing, and computer experience; working knowledge of MS Word strongly desired.
• High school diploma or equivalent; ability to read and write proficiently.

Benefits

• Excellent growth and advancement opportunities.
• Dynamic work environment.
• Access to a diverse network of practitioners.
• Broad infrastructure of tools and programs to enhance the employee experience.
• Competitive compensation.
• Generous PTO.
• Comprehensive benefits package: health, dental, vision, 401(k), etc.