Orthopedic Contact Center Specialist

About the Role

The Contact Center Specialist 1, under close supervision, responds to routine inbound calls, emails, and electronic requests, acting as front-line help for product and service requests. This role may involve providing technical help, answering questions, registering new patients, scheduling healthcare appointments, offering financial clearance, handling complaints, troubleshooting problems, and providing institutional information.

Essential Functions

• Responds to and resolves routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
• Ensures a positive and exemplary customer experience focused on satisfaction and resolution.
• Provides accurate, valid, and complete information to customers using appropriate methods and tools.
• Identifies emergent health situations based on caller information and coordinates immediate triage.
• Collaborates with providers, clinical staff, and other departments to ensure patients' needs are met.
• Maintains a composed and professional demeanor when calming upset customers.
• Identifies and escalates priority issues for resolution.
• Documents all customer contacts and accurately processes various documents to ensure optimal service.
• Schedules, prepares, and communicates appointment details and financial information for timely arrival, appointment preparedness, testing, and optimal reimbursement.
• May ensure accurate creation of new accounts in the electronic medical record system, avoid duplicate accounts, and verify insurance coverage.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Requirements & Tech Stack

• Call center telephony and technology (preferred)
• Electronic medical record system (for account creation)
• Patient portal (preferred)

Qualifications

• EDUCATION: H.S. Diploma/GED Equivalent
• EXPERIENCE: Less than 1 Year of Experience
• Good listening, interpersonal, and communication skills.
• Professional, pleasant, and respectful telephone etiquette.
• Excellent data entry, numeric, and computer navigational skills.
• Knowledge of customer service values and practices (preferred).
• Ability to promptly assess requests using electronic and paper resource materials and correctly respond to customer inquiries.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.
• Bilingual in English/Spanish (preferred).