Title:Call Center Agent

Reports to: Call Center Supervisor

Location – onsite: Poughkeepsie, NY

Hours: Monday-Friday 8:00am- 4:30pm

Who we are:

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. Rooted in the 100-plus-year legacy of its founding partners, the network spans the Northeast with 128 physicians, over 1100 employees, and 28 locations from Connecticut, New York, and Massachusetts

At Orthopedic Associates of Dutchess County we believe our employees are our greatest asset. We believe in hiring the best people and cultivating a winning team. Investing in our employees’ future success is investing in our future success. We hire both experienced medical staff as well as those just starting out in the field looking for an opportunity to learn a profession. We promote from within whenever possible because we know our staff are highly trained and guided towards success!

What you’ll do:

The Call Center Agent is responsible for providing quality customer service to our patients and clients. Responsibilities include maintaining an efficient scheduling/registration workflow, greeting all patients and office clients via telephone, pre-registering patients by entering and verifying all patient demographic and insurance information. Scheduling/Rescheduling appointments. Facilitate pre-visit financial counseling by coordinating communications between the patient and our internal finance department. Assist patients and/or family members with any requests presented. Keeps manager informed of any problems or issues regarding provider scheduling. Maintain confidentiality of all written and electronic information which employee has access to as a part of his/her job and observes patient rights, including email. Maintain a positive work atmosphere by behaving and communicating in a manner that gets along with co-workers, patients, physicians and management.

Responsibilities/Duties:

• Greet all patients and office guests via telephone
• Schedule and/or Coordinate scheduling for all patients/clients calling for all orthopedic, pain management, radiology and strive to provide a one call resolution
• Enter patient demographics and insurance information to allow for pre-appointment verification
• Verify eligibility for all scheduled appointments and determine deductible payment requirements
• Inform patients appropriately about insurance coverage, in network vs. out of network benefits with regards to scheduling an appointment at OADC
• Address patient balances at time of scheduling, transfer/refer patient to finance department for payment arrangement or to review account balance.
• Review required authorizations in system for appointments and/or educate patient of insurance guidelines for coverage.
• Coordinate rescheduling of appointments cancelled by the practice.
• Notate cancelled or rescheduled appointments
• Transfer calls to appropriate department based on patients’ needs
• Communicate with all departments effectively and efficiently to minimize wait times while providing high quality customer service.
• Assist patients and/or family members with any requests
• Maintain a professional work atmosphere by behaving and communicating in a manner that gets along with patients, physicians, co-workers and administration and supports the teams monthly goals
• Review Call reminder reports daily and remove cancelled appointments
• Contribute to the teams monthly service goals
• Maintain a professional work atmosphere by behaving and communicating in a manner that gets along with patients, physicians, coworkers and administration
• Any and all other duties as assigned by the manager

Who you are:

Qualifications:

• Experience in a Medical Office setting.
• Must possess excellent customer service and communication skills.
• Must be organized and detail oriented.
• Insurance, Billing, Computer experience and working knowledge of MS Word strongly desired.
• High school diploma or equivalent and/or read and write proficiently

What we offer:

• Excellent growth and advancement opportunities
• Dynamic environment
• Access to a diverse network of practitioners
• Broad infrastructure of tools and programs to enhance the employee experience
• Competitive Compensation
• Generous PTO
• Benefits package: health, dental, vision, 401(k), etc.

We are an equal-opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances (referred to as “protected characteristics”).

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