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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. The role of the Customer Care Representative involves managing all incoming communications and directing them appropriately. This position serves as the initial point of contact for many 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
  • Previous experience with multi-line phone systems is preferred
Core Responsibilities
  • Employs practice management software to execute specific tasks
  • Acts as the primary resource for all incoming communications
  • Directs incoming calls to the appropriate personnel or department based on the information provided by the caller
  • Returns calls within acceptable time frames
  • Maintains a friendly and cooperative demeanor while performing all responsibilities
  • Updates patient account information in the practice management system as needed
  • Retrieves and forwards messages from the general voicemail box and after-hours call service to the relevant staff member
  • Alerts Team Lead or Manager of any issues affecting department operations
  • May be required to maintain logs for statistical tracking of phone activity
Additional Responsibilities
  • Adheres to all relevant department and practice policies and procedures
  • Ensures patient confidentiality; complies with HIPAA privacy and confidentiality standards established by the practice
  • Maintains comprehensive knowledge of practice management and other software as it pertains to job functions
  • Performs other duties as assigned by the Manager or Team Lead
  • Participates in all regular meetings