Senior Patient Call Representative

Call Center Representative

Founded in 1950, Central Indiana Orthopedics (CIO), a proud partner of OrthoAlliance, is an independent orthopedic practice in central Indiana providing compassionate, expert care for bone, joint and muscle conditions. CIO offers comprehensive orthopedic services, including joint replacement and revision, podiatry, spine and interventional pain management, sports medicine and work-related injury care. Patients also have access to imaging, physical therapy, outpatient surgery and Walk-In Clinics for same-day orthopedic care. With locations in Anderson, Fishers, Marion, Muncie and Zionsville, CIO provides convenient access to care across the region. As part of OrthoAlliance an organization within SCA Health CIO is connected to a broader network dedicated to advancing patient care and expanding access to quality-driven orthopedic services.

At SCA Health, we believe health care is about people the patients we serve, the physicians we support and the teammates who push us forward. Behind every successful facility, procedure or innovation is a team of 15,000+ professionals working together, learning from each other and living out the mission, vision and values that define our organization.

As part of Optum, SCA Health is redefining specialty care by developing more accessible, patient-centered practice solutions for a network of more than 370 ambulatory surgical centers, over 400 specialty physician practice clinics and numerous labs and surgical hospitals. Our work spans a broad spectrum of services, all designed to support physicians, health systems and employers in delivering efficient, value-based care to patients without compromising quality or autonomy.

What sets SCA Health apart isn't just what we do, it's how we do it. Each decision we make is rooted in seven core values: clinical quality, integrity, service excellence, teamwork, accountability, continuous improvement, and inclusion. Our values aren't empty words they inform our attitudes, actions and culture. At SCA Health, your work directly impacts patients, physicians and communities. Here, you'll find opportunities to build your career alongside a team that values your expertise, invests in your success, and shares a common mission to care for patients, serve physicians and improve health care in America.

At SCA Health, we offer a comprehensive benefits package to support your health, well-being, and financial future. Our offerings include medical, dental, and vision coverage, 401k plan with company match, paid time off, life and disability insurance, and more.

Your ideas should inspire change. If you join our team, they will.

Responsibilities

As a Call Center Representative in our specialty clinic, you will serve as the first point of contact for patients and the public, representing over 40 providers across 5 office locations, 2 physical therapy sites, and 2 surgical centers. Our team prides itself on providing live, local, and personalized serviceno outsourcing, just a close-knit and committed team focused on exceptional patient care. Your primary responsibility is to answer and triage incoming calls efficiently, accurately schedule appointments, and ensure the patient is routed to the right team or informationgetting it right the first time is essential.

• Promptly answer, evaluate, and route incoming calls based on patient needs, using sound judgment and established protocols.
• Schedule appointments accurately using designated event codes, auto search scheduling, and job aids specific to each provider.
• Accurately interpret caller needs and route to the correct team member, voicemail, or departmenttriaging effectively is a critical part of this role.
• Transfer calls to appropriate departments including clinical staff, billing, physical therapy, or surgical teams.
• Utilize FormDr, a web-based dashboard to:
• Process new patient appointment requests
• Utilize Phreesia, a web-based dashboard to:
• Schedule/reschedule appointments at patient request
• Notify patients via text message for urgent appointment changes
• Maintain and update the work log to:
• Reschedule patients due to provider calendar changes
• Move patients up in the schedule when earlier slots open
• Assist clinical teams with creating medical charts in the EMR system and support their scheduling/rescheduling requests.
• Monitor and follow the physician on-call schedule and communicate accordingly with the answering service.
• Sort and deliver incoming/outgoing mail to appropriate departments daily.
• Answer emergency calls in accordance with established procedures.
• Maintain patient and provider confidentiality at all times.
• Participate in ongoing training, meetings, and professional development as required.
• Remain seated and actively available throughout scheduled shifts phones ring in a queue-based system requiring constant coverage. Logging out when unavailable is crucial to our success.

Qualifications

Required Qualifications and Education

• High school diploma or GED required.
• Minimum 6 months of call center or high-volume phone operations experience, preferably in a medical or clinic environment.
• Knowledge of medical terminology is preferred.
• Strong computer skills and comfort working with multiple systems and dashboards.
• Previous experience with EMR/EHR platforms and online scheduling systems is a plus.

USD $16.00/Hr. USD $18.00/Hr.