Patient Call Center Representative

2 weeks ago

Warwick, United States Ortho Rhode Island Full time

Ortho Rhode Island is a world-class group of talented providers and professionals, all working together to offer value and quality in everything we do. Each Ortho Rhode Island team member is dedicated to thinking like a patient, and to offering the best experience in our industry, driven by our core values: delivering on our word, respecting each other, innovating in orthopedics, valuing every individual, and engaging our community._

The Patient Support Representative is responsible for answering and triaging incoming calls to the proper location; all aspects of patient scheduling, and processing referrals, and managing consult requests.

**Essential Functions**:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Competencies_
- Promptly answer calls using positive and clear communication to provide patient-focused service and a positive impression of the organization.
- Accurate appointment scheduling and relate appointment protocols to patient.
- Schedule online and faxed requests for appointments
- Accurately and expeditiously register patients.
- Work closely with eligibility team regarding insurance benefits, deductibles, and referral requirements.
- Ability to triage patients and appropriately schedule them.
- Use of Centricity, SRS, Phoenix and AllMeds EMRs for multiple office appointment scheduling
- Other duties as assigned.
- Skills_
- Communication Proficiency
- Customer/Client Focus
- Skilled multi-tasker
- Excellent Typing Skills
- Abilities_
- Embracing ORI’s mission and vision through friendly and patient-oriented service
- Demonstrate excellent teamwork, organizational, and communication skills.
- Adheres to processes, while looking for opportunities for innovation and improvement
- Critical thinking skills and deliberate decision making.
- Able to work at a fast pace, while demonstrating patience with patients
- Ability to set priorities.
- Ability to provide direction to others that is clear, concise and promotes efficiency.
- Ability to communicate well with patients, families, co-workers, etc.

**Supervisory Responsibility**

This position has no supervisory responsibilities.

**Work Environment**

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is largely a sedentary role; however, some filing may be required.

**Physical Demands**:

- Requires mobility, frequent walking, standing, and sitting, some bending, stooping, and stretching and periodic lifting of up to 50 lbs.
- While performing the duties of this job, the employee is regularly required to converse and hear.
- Requires normal (corrected) vision.
- Requires coordination and manual dexterity sufficient to operate office equipment.

**Position Type/Expected Hours of Work**

This is a full-time, Monday through Friday position. Shifts will be assigned in advance and can vary between the hours of 7:30am to 5:30pm.

**Travel**

No overnight travel is expected for this position.

**Required Education and Experience**
- High School Graduate or equivalent
- Any combination of education, training, and experience that demonstrates the ability to perform the duties of the position.
- Experience with Microsoft Office (Word, Excel, and PowerPoint).

**Preferred Education and Experience**
- Discretion to work with confidential information.
- Knowledge of HIPAA Regulations
- Pertinent job-related experience and Medical Terminology
- Bilingual Spanish or Portuguese a plus

**Ortho RI is an equal opportunity employer committed to diversity, equity, and inclusion in all aspects of the recruiting and employment process.

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