Call Center Coordinator

Job Description

Job Description

Position Summary/Scope of Responsibility

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nation’s largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia. With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.

The Call Center Coordinator serves a key role in meeting patient needs while aligning with the overall mission, vision, and goals of the CAO. Answering phones and initiating referrals and/or inpatient transfers from physicians and medical professionals. This position will require excellent skill in multi-tasking, customer service, and sympathy to deliver the value based care the CAO strives to maintain.

Duties include, but are not limited to:

1. Exhibits strong customer service and communication skills in daily interaction with the public, patients, staff, and physicians in the performance of job duties.
2. Dictates and responds to all voicemails and e-mails received by the call center in a timely manner, within the response time designated by the practice.
3. Processes payments accurately and timely while adhering to payment plan guidelines.
4. Interprets Explanation of Benefit’s (EOB) to ensure payments and adjustments are properly applied.
5. Regularly and accurately updates applicable patient personal and payment information within EMR/EHR software.
6. Reviews audit journal daily to ensure accounts are monetarily balanced.
7. Meets personal metrics and quality customer service experience requirements set for the call center team.
8. Collaborates with the assigned leader to resolve escalated/unresolved customer issues.
9. Ensures compliance with all applicable laws, regulations, and CAO policies at all times.
10. Performs other duties as assigned.

Required Education & Experience

• High School Diploma or GED
• 2+ years of experience of call center experience, preferably in a medical setting/organization.
• Proficiency with Microsoft Office suite of products and EMR/EHR software.
• Experience collaborating across multiple functions.
• Experience operating in a fast-growing work environment and dealing with ambiguity.

Competencies/Required Skills & Abilities

• Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization. 
• Strong leadership skills with a focus on employee development and engagement.
• Confident, independent thinker and strong decision-making ability when circumstances warrant such action.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results. 
• Strong oral and written communication skills with excellent self-discipline and patience. 
• Able to work independently. 
• Exudes professionalism in presentation.
• Must be able to read, write, speak, understand, and communicate in the English language.

Physical Demands

• Must be able to sit for long periods of time and lift up to 25 pounds.  
• Must be able to use appropriate body mechanics techniques when performing desk duties.  
• Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting.
• Adequate hearing to perform duties in person and over telephone.
• Must be able to communicate clearly to patients in person and over the telephone.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.