Job Details
Job Type
Full-time
Description
General Job Summary: Vital to the success of our organization with providing Ortho Louisville patients and all other callers a premier Ortho experience while focusing on their individual needs.
Essential Job Functions:
- Schedules appointments for patients either by phone when they call in, through the company website or when requested from the clinic via computerized message system.
- Uses computerized system to match physician/clinician availability with patients' preferences in terms of date and time.
- Ability to handle a high volume of incoming calls, while maintaining a high standard of productivity, efficiency and accuracy while working under pressure.
- Must be able to respond to various inquiries made by patients, hospitals, insurance companies, as well as other medical entities.
- Engaging in active listening with all callers, while acting as a contact point person between patients, providers and staff.
- Maintains scheduling system so records are accurate and complete and can be used to analyze patient/staffing patterns. Updates physicians/clinicians or medical assistants.
- Ensures that updates (e.g. cancellations or additions) are input daily into master schedule.
- Send requests to clinic for prescription refills and follow up with patients on messages from clinic via computerized message system.
- Establish and maintain effective working relationships with patients, providers, co-workers, and the public.
- Maintaining a calm, pleasant and compassionate tone while being able to diffuse tense situations.
- Follows HIPAA regulations.
- Perform other duties necessary or in the best interest of the department/organization.
Requirements
Education/Experience: - High school diploma.
- Minimum one year experience in a medical practice and/or position encouraged.
- Experience in a high-volume call center a plus.
Other Requirements: Schedules will change as department needs change, including half days and overtime.
Performance Requirements:Knowledge: - Knowledge of the Companies Mission, Vision and Values.
- Knowledge of medical practice protocols related to scheduling appointments.
- Knowledge of anatomy and medical terminology.
- Knowledge of computerized scheduling systems.
- Knowledge of customer service principles and techniques.
- Knowledge of OSHA and safety standards.
Skills: - Skill in communicating effectively with providers, employees, customers and patients.
- Skill in maintaining appointment schedule via computerized means.
- Effective in critical thinking skills.
- Strong communication skills in a professional manner during stressful and sensitive situations with patients of all ages.
Abilities: - Ability to multi-task effectively
- Ability to communicate calmly and clearly
- Ability to analyze situations and respond appropriately.
- Ability to alternate between multiple computer systems in a timely manner.
Equipment Operated: Standard office equipment.
Work Environment: Standard call center workstation.
Mental/Physical Requirements: Involves sitting and viewing a computer monitor 90% of the work day. Must be able to remain focused and attentive without distractions (i.e. personal devices).