Medical Call Center Representative

Job Description

Job Description

Position Summary / Scope of Responsibility:

MedVanta is the nation's largest physician-owned musculoskeletal (MSK) platform, dedicated to helping individuals prevent injuries, improve movement, recover from musculoskeletal conditions, and access high-quality MSK care. Through a combination of innovative technology, clinical expertise, data-driven insights, and care navigation services, MedVanta delivers solutions that support prevention, performance, treatment, recovery, and long-term musculoskeletal health.

The Musculoskeletal Urgent Care Call Center Agent is a key member of the contact center team and is responsible for handling inbound calls and other forms of communication with consumers/patients in a professional and tactful manner. They will work closely with all healthcare providers to facilitate and coordinate efficient, effective, quality healthcare. The individual must demonstrate knowledge of orthopaedic practice; possess the ability to collect data reflective of the patient’s clinical status and interpret the appropriate information needed to identify each patient’s requirements related to their specific needs. This role involves collecting and documenting caller information and symptoms, coordinating appointments, and directing the consumers/patients to the next level of care.

This is a Hybrid role requiring you to reside in the D.C. Metropolitan area.
Employees will primarily work remotely but, will be required to come on-site on occasion for team meetings, training, or equipment pickup.

Compensation: $18.00-$20.00/hour
Available Hours: Monday-Friday; occasional nights and weekends available

Primary Responsibilities:

The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of MedVanta.

• Exhibit strong customer service and communication skills in daily interaction with the public, patients, staff, and physicians in the performance of job duties.
• Communicate with consumers/patients via telephone, computer, and/or other digital applications.
• Schedule, reschedule, and cancel patient appointments in accordance with provider availability and office guidelines.
• Coordinate appointment types appropriately based on patient needs and established scheduling protocols.
• Verify patient demographics, insurance information, and required documentation at the time of scheduling. 
• Communicate directly and indirectly with the healthcare provider in order to appropriately coordinate patient care.
• Uses sound judgement to triage and route incoming calls appropriately.
• Collect and accurately document patient-reported information, and coordinate appropriate next steps in accordance with established guidelines and office protocols.
• Dictate and respond to all voicemails received in a timely manner, within the response time designated by MedVanta.
• Schedule appointments accurately, utilizing knowledge of physician preference, insurance participation and requirements including application of referrals and treatment plans.
• Regularly and accurately update applicable patient personal and payment information within EMR/EHR software.
• Demonstrate excellent communication, active listening, attention to detail, and exceptional customer service skills.
• Respect confidentiality, privacy, safety, and patient rights.
• Verify insurance.
• Other duties as assigned.

Required  Education and Experience:

• High School Diploma or GED
• 2+ years of experience in a call center &/or customer service environment, preferably in a medical setting/organization.
• Proficient knowledge of medical terminology. Working knowledge of musculoskeletal conditions and orthopedic terminology a plus.
• Proficiency with Microsoft Office Suite of Products
• Proficiency with EMR/EHR software

  Competencies / Required Skills and Abilities:

• Strong ability to communicate effectively both verbally and in writing; thoughts and instructions are logical and clearly expressed.
• Capable of properly handling situations involving anxious or frustrated consumers/patients, offering appropriate assistance and support.
• Work well under stress and relate to the general public, healthcare professionals, and colleagues in a respectful manner.
• Possess adequate typing skills and basic computer knowledge.
• Able to work remotely or in a hybrid environment, both independently and as part of a team.
• Strong organizational, multitasking, and time management abilities.
• Must be able to read, write, speak, understand, and communicate in the English language.
• Bilingual in Spanish language (or other language) is a plus.

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.
• Use of clear and audible speaking voice and the ability to hear normal speech level in person, over the telephone, or through use of other required technology.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.