Contact Center Patient Care Representative

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.
• Able 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.
• Engages 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.
• Sends requests to clinic for prescription refills and follow up with patients on messages from clinic via computerized message system.
• Establishes and maintains effective working relationships with patients, providers, co-workers, and the public.
• Maintains a calm, pleasant and compassionate tone while being able to diffuse tense situations.
• Fulfills HIPAA regulations.
• Performs other duties necessary or in the best interest of the department/organization.

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.

Performance Requirements

• 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).