Patient Call Center Representative

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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.