Call Center Representative

Job Description

Job Description

ENGLEWOOD ORTHOPEDIC ASSOCIATES

JOB DESCRIPTION

Department : Call Center

Title : Call Center Representative

Location : Englewood Cliffs

Reports to : Team Lead

Duties and Responsibilities :

• Answer incoming heavy volume of calls from patients and provide assistance with scheduling or general inquiries
• Respond to customer inquiries and resolve any issues or concerns in a professional and timely manner
• Perform data entry tasks accurately and efficiently
• Communicate effectively with patients, colleagues, and other departments to ensure smooth operations
• Utilize phone etiquette skills to provide a positive patience experience
• Schedule patient appointments as appropriate.
• Discuss patient responsibility upon appointment arrival; co-pays, deductibles, etc.
• Respond to questions from patients and other third-party individuals (e.g. attorneys, case managers, etc.).
• Confirm new patient and IME appointments twenty-four (24) hours before scheduled appointment.
• Document all add-on requests.
• Prepare documentation as requested by a physician, including, but not limited to :
• Third party forms (e.g. disability, FMLA, return to school, etc.)
• IME reports and other correspondence.
• Direct patients, as appropriate.
• Maintain physician office schedules and time off schedules, notifying appropriate parties (administration, clinical, etc) of all changes in the physician schedule.
• Process incoming mail for assigned physician(s).
• Advise requesting attorneys of cost for narrative reports and other special services :
• Bill the fees for these special services
• Track payment and completion of special reports.
• Follow all written protocols and procedures of the practice.
• Demonstrate courtesy and helpfulness toward patients and their families.
• Clear all messages before end of work day.
• Maintain knowledge of company policies, procedures, and products / services
• Handle customer complaints or escalations with empathy and professionalism
• Team player is a key for this role.

Job Qualifications, Education and Experience :

Work as a team member within the patient services department and all other departments.

Must be able to recognize and respond appropriately to urgent / emergent situations.

Establish and maintain effective working relationships.

Effectively cope with typical job stress.

Document work processes as required.

Other duties as assigned.

Bilingual proficiency is highly desired

Previous experience in medical customer service or call center environment required

Knowledge of medical office procedures, medical insurances, and medical terminology is an asset

Excellent communication skills, both verbal and written

Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Strong data entry skills with attention to detail

Ability to sit for long periods of time

Job Type : Full-time

Benefits :

401(k)

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Schedule :

8-hour shift

Monday to Friday

Ability to Commute :

Englewood Cliffs, NJ 07632