Job description

South Bend Orthopaedics is seeking a part-time Contact Center Agent for our Mishawaka location. This position is responsible for providing superior customer service via telephone to our patients and/or their designated caregivers by by consulting, gathering information, evaluating patients needs over the phone and entering of accurate patient data.

Primary Responsibilities

• Provides support to patients, including answering Contact Center and Mobile Check lines, answers questions regarding patient appointments, testing and scheduled procedures via phone.
• Schedules and cancels patient appointments while maintaining patient records confidentially.
• Contributes to the success of the physicians’ office practice by following all written protocols and procedures of the clinic.
• Demonstrates courtesy and helpfulness toward patients and their families while working closely with other departments (registration, surgery scheduling, clinic, Orthos, etc.) to ensure smooth patient flow and decrease patient waiting time.
• Receive calls from patients or designated caregivers requesting service; determine nature and location of concern, determine priority of concern in accordance with established procedures.
• Updates established patient demographics, and enters and verifies insurances. Refers acute patients to appropriate medical staff, enter prescription requests and accurate messages pertaining to patient care.
• Refers patient to the portal for on-line registration to enhance patient experience.
• Communicate clearly and concisely, both orally and in writing to other staff.
• Must treat each patient as your most important priority.
• Other duties as assigned.

Skills and Abilities

• Ability to communicate clearly, and possess excellent phone skills in order to establish/maintain cooperative relationships with patients, Physicians and staff.
• Efficient and effective comprehension of multi-line, cloud-based telephone system.
• Navigate and comprehension of computer software systems in office setting, prefer 50wpm typing skill.
• Must maintain knowledge of clinic policies and procedures and medical terminology as related to the job.

STANDARD QUALIFICATIONS

Education: High school diploma or equivalent.

Experience: Minimum of two years experience in telephone operations with emphasis in appointment scheduling, preferably in health care setting.

PHYSICAL/MENTAL DEMANDS
Primarily office setting with minimal exposure to communicable diseases.

Must be able to view computer screens for long periods. Occasional stress related to workload and customer/patient problems.

Requires use of computer equipment, work requires ability to walk, sit stand, use hands and fingers, reach with hands and arms, stoop, kneel or crouch.

ENVIRONMENTAL/WORKING CONDITIONS
Standing, sitting for up to 8 or more hours/day while doing computer input and responding to phone questions. Work requiring moderate speed and high degree of accuracy and consistency. Manual dexterity using computer keyboard. Must be able to view computer screens for long periods and hear at normal level.
Performs complex tasks requiring independent knowledge and its application to non-routine situations. Occasional stress related to dealing with dissatisfied patients and/or emergency situations.
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may evolve as needs change.

Job Type: Part-time

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Paid time off

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)
• Multi-line phone systems: 1 year (Preferred)
• Medical office: 1 year (Preferred)

Work Location: One location

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