Call Center Representative

03/04/2022

Job Title: 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 or Associates Degree in related field, excellent communication and computer skills, reliability, patient service focus and professional appearance. Availability between the hours of 7:00 am and 5:30 pm Monday-Thursday and 7:00 am – 5:00 pm Friday.

Detailed Responsibilities:

• Answering incoming telephone calls.
• Schedule appointments.
• Update patient information.
• Collect patient demographic information and nature of complaint/injury on new patients that contact the office by phone, enter data in the computer, schedule appointments.
• Carefully document all incoming messages and task to appropriate party.
• Refer calls of a clinical nature to the appropriate medical secretary or provider.
• Collect workman’s compensation date and state of injury and forward call to the workman’s compensation department.
• Create encounters
• Back-up or delegate other call center staff duties as needed.
• Maintaining patient confidentiality.
• Organizational responsibilities: promoting patient rights; responding appropriately to emergency situations; sharing problems relating to patients or staff with immediate supervisor in a timely manner.

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.

• 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.