Job Title: Level II Call Center Representative

Reports To: Front Desk Supervisor

Position Objective: Provide direct support to physicians, mid-level providers, clerical staff and patients. Coordinates inter and intra office communications. Work directly with patients to ensure smooth patient flow, patient satisfaction and coordination of multiple tasks. Presents a positive image to supporting staff members and patients at all times.

Position Requirements: High School Diploma. Minimum of two years’ experience in a medical or legal office performing administrative/secretarial duties. Excellent verbal, writing, and computer skills required. Able to maintain a good working relationship with all co-workers, patients, and physicians. Availability between the hours of 7:00 am and 5:30 pm Monday-Friday.

Detailed Responsibilities:

• Answering incoming telephone calls, scheduling appointments, and updating patient information.
• Carefully document all incoming messages and task to appropriate party.
• Coordinate and schedule professional and personal activities for physicians.
• Organizational responsibilities: promote patient rights, responding appropriately to emergency situations, sharing problems relating to patients or staff with immediate supervisor.
• Serve as a liaison between patient and clinical staff, communicate with case managers, insurance companies, employers, hospitals, doctors’ offices, physical therapists and testing facilities.
• Address and process all patient inquiries.
• Open and distribute mail.
• Ability to interface with support departments and articulate issues and concerns.
• Interact with a variety of personalities and situations that require tact, judgement, poise and professionalism.
• Maintain patient confidentiality.

Physical/Mental Demands: Multi-task duties require prolonged sitting, light walking, light stooping, light lifting bending and reaching and heavy repetitive motion upper extremities. Ability to focus, multi task, learn and retain call center processes and successfully complete training. Employee must be able to project a positive attitude and diplomacy in an occasionally stressful work environment.

First State Orthopaedics reserves the right to revise this job description at any time.

EXPECTATIONS OF ALL EMPLOYEES

• Provide exceptional service to all of our patients.
• Exhibit professionalism and ethical behavior at all times.
• Maintain strict confidentiality of patient information and business within the organization’s policies.
• Maintain OSHA and HIPAA regulations.
• Treat everyone with respect, courtesy and friendliness.
• Adhere to all policies and procedures for our organization.
• Communicate recommendations on improvements of policies and procedures to management.
• Participate in committees, discussions and other team functions.
• Provide additional duties as may be assigned.
• Employee is punctual, observes prescribed lunch period and has an acceptable overall attendance record.

NOTE: This job description is not intended to be all-inclusive. The above statements are not to be construed as an exhaustive list of all responsibilities, skills or duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments). This document does no create an employment contract and employment is “at-will”.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person