Patient Service Representative (Call Center)

About the Role

This position is vital to the success of our organization by providing OrthoCincy patients and all other callers a premier experience while focusing on their individual needs.

Responsibilities

• Schedules appointments for patients by phone, through the company website, or when requested from the clinic via a computerized message system.
• Uses a computerized system to match physician/clinician availability with patients’ preferences in terms of date and time.
• Handles a high volume of incoming calls while maintaining productivity, efficiency, and accuracy under pressure.
• Responds to inquiries from patients, hospitals, insurance companies, and other medical entities.
• Engages in active listening with all callers, acting as a contact point between patients, providers, and staff.
• Maintains the scheduling system to ensure records are accurate and complete for analyzing patient/staffing patterns.
• Updates physicians, clinicians, or medical assistants on scheduling changes (e.g., cancellations or additions) and ensures they are input daily into the master schedule.
• Sends requests to clinics for prescription refills and follows up with patients on messages from the clinic via a 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 diffusing tense situations.
• Follows HIPAA regulations.
• Performs other duties necessary or in the best interest of the department/organization.

Requirements

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

• Effective communication with providers, employees, customers, and patients.
• Proficiency in maintaining appointment schedules via computerized systems.
• Strong critical thinking skills.
• Professional communication during stressful and sensitive situations with patients of all ages.
• Ability to multitask 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.

Schedule

Schedules may change as department needs change, including half days and overtime.

Work Environment

• Standard call center workstation.
• Involves sitting and viewing a computer monitor 90% of the workday.
• Must remain focused and attentive without distractions (e.g., personal devices).

Equipment Operated

Standard office equipment.