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Customer Care Representative

2 months ago

Hendersonville, North Carolina, United States EmergeOrtho Full time


EmergeOrtho is dedicated to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. Our Customer Care Representative position is responsible for managing all incoming communications and directing them appropriately. This role serves as the initial point of contact for many of our patients and is expected to foster a positive patient experience.

Key Qualifications and Experience

  • High school diploma or equivalent
  • At least two years of experience in customer service, ideally within a healthcare environment
  • Proficient in utilizing various technology-based communication systems effectively and simultaneously
  • Experience with multi-line phone systems is preferred
Primary Responsibilities include, but are not limited to:
  • Utilizing practice management software to execute specific tasks
  • Acting as the main resource for all incoming communications
  • Directing incoming calls to the appropriate personnel or department based on relevant information from the caller
  • Returning calls within acceptable time frames
  • Maintaining a friendly and cooperative demeanor while performing all responsibilities
  • Updating patient account information in the practice management system as needed
  • Retrieving and directing messages from the general voicemail box and after-hours call service to the appropriate staff member
  • Informing the Team Lead or Manager of any issues affecting department operations
  • May be required to maintain logs for statistical tracking of call activity
Additional Responsibilities
  • Adhering to all relevant department and practice policies and procedures
  • Upholding patient confidentiality and complying with HIPAA privacy and confidentiality guidelines established by the practice
  • Maintaining a thorough understanding of practice management and other software relevant to job functions
  • Performing other duties as assigned by the Manager or Team Lead
  • Participating in all regular meetings