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Telecommunication Customer Service Specialist
2 months ago
Location: This role is based in Lansing, Michigan. Candidates must be prepared to relocate to the greater Lansing area.
The Michigan Orthopedic Center is in search of a detail-oriented and professional Telecommunication Customer Service Specialist (full-time). Prior experience in a similar role is essential. Within the first 90 days of employment, the representative will be expected to:
- Handle incoming calls with a courteous and solution-focused approach.
- Perform assigned outbound tasks, which may include referrals and scheduling.
- Surpass patient expectations in every interaction, maintaining an average call duration of 1.5 to 2.5 minutes.
Key responsibilities include, but are not limited to:
- Promptly answering calls and directing them to appropriate personnel.
- Scheduling appointments and managing patient registrations.
- Processing referrals and verifying insurance details.
- Providing backup support to front office staff as needed.
- Maintaining confidentiality of patient information and upholding privacy rights.
- Assisting patients with billing inquiries and other related tasks.
The ideal candidate will possess excellent customer service skills, the ability to multitask effectively, and a passion for working collaboratively within a team. The representative should embody a professional demeanor that aligns with the mission of the practice and demonstrate a strong commitment to effective communication via telephone.
About Michigan Orthopedic Center: Established in 1990, we are a multi-physician surgical practice dedicated to delivering high-quality orthopedic care and ensuring a compassionate patient experience. Our fellowship-trained surgeons specialize in complex orthopedic surgical procedures, including joint replacements and sports medicine.
Essential Job Functions:
- Demonstrate outstanding customer service when interacting with patients and staff.
- Answer telephones promptly and route calls appropriately.
- Schedule and register patients efficiently.
- Process referrals and onboard new patients.
- Create and distribute welcome letters to new patients.
- Manage incoming faxes and ensure proper documentation.
- Conduct reminder calls for upcoming appointments.
- Verify insurance information accurately.
- Support front office operations as needed.
- Maintain patient confidentiality at all times.
- Address billing inquiries from patients.
- Perform additional duties as assigned.
Work Environment: This position requires in-person attendance.
Note: Candidates without prior experience in this field will not be considered.
