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Call Center Agent

2 months ago

Peabody, United States ONS MSO LLC Full time

**Who we are**:
Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most - patient care. Rooted in the 100-plus-year legacy of its founding partners, the network spans the Northeast and is continuing to grow.

**What you’ll do**: To serve as the initial point of contact through our call center and front desk to register all patients - utilizing skills of tact, compassion, and confidentiality in a professional manner. Responsible for an array of activities related to patient intake and care, including greeting and checking-in patients, and receiving phone calls, as well as verifying information supplied by patients.

**Responsibilities/Duties**:

- Provide excellent customer service.
- Registering and scheduling patients, data entry of demographics and insurance information
- Verify patient insurance and referrals available.
- Manage calls from patients requiring medical care and provide / gather information needed.
- Check in / Check Out patients verify and update all demographic and insurance information and collection of co
- payments resulting in proper cash reconciliation.
- Maintain appointment computer scheduling in accordance with office scheduling policies.
- Understand the requirements of the callers and our practice and input information into our systems.
- Reviewing patient accounts, identifying delinquent accounts, and sending patients with overdue payments to the patients accounts team.
- Informing patients about delays and waiting times.
- Contacting / interacting with appropriate facilities, such as hospitals, rehabilitation centers, assisted living facilities, etc. in regard to patient care.
- Scheduling diagnostic tests / follow up appointments for patients.
- Pulling tests as required for an assigned physician, or as a back-up to another co-worker.
- Updating and verifying patient information at every visit.
- Learning urgent call management techniques
- Understand various aspects of medical insurance.
- Take electronic messages and convey information to respective medical care providers.
- Assisting patients in filling out patient history forms, consent forms, and payment contract forms, when necessary.
- Performing administrative and clerical duties, such as filing paperwork, when necessary.
- Perform administrative support as required.
- Scheduling diagnostic tests / follow up appointments for patients.
- Other duties as assigned by managers and leads.

**Who you are**:
**Qualifications**:

- High School diploma or GED.
- One-year medical office, call center or related experience. Patient Services experience preferred.
- Working knowledge of the Microsoft Office suite of software products, Internet Explorer, Google Chrome and/or other search engines on the web
- Working knowledge of office equipment
- Familiarity with HIPAA, insurance regulations, policies, procedures, and other regulatory policies
- Medical office procedures, policies, practices and medical terminology, telephone protocol and professional etiquette
- Uses good grammar, spelling and punctuation, sentence structure and proofreading for accuracy.
- Knowledge of common safety hazards and precautions to establish a safe working environment.
- Detail oriented, well-organized individual with ability to multitask and prioritize in order to address multiple needs simultaneously.
- Able to react calmly and effectively under stress.
- Develop and maintain effective and professional working relationships with patients, medical staff, coworkers, and the public by displaying sympathy, tact and understanding.
- Must be a team player with a positive attitude, adjust to various personalities, work with a diverse population, demonstrating patience and professionalism.
- Represents the clinic in a professional manner.
- Capacity to work with and without supervision and perform a variety of routine tasks.
- Ability to maintain strict confidentiality on all patient matters.

**What we offer**:

- Excellent growth and advancement opportunities
- Dynamic environment
- Access to a diverse network of practitioners
- Broad infrastructure of tools and programs to enhance the employee experience.
- Competitive Compensation
- Generous PTO
- Benefits package: health, dental, vision, 401(k), etc.

**_
We are an equal-opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orienta