Ortho Rhode Island is a world-class group of talented providers and professionals, all working together to offer value and quality in everything we do. Each Ortho Rhode Island team member is dedicated to thinking like a patient, and to offering the best experience in our industry, driven by our core values: delivering on our word, respecting each other, innovating in orthopedics, valuing every individual, and engaging our community.

The Clinical Support Representative will be an essential link in providing a team-based approach to patient care and exceptional patient experience. The Patient Support Services Department will emphasize highly personalized care and access, and help patients surpass barriers to healthcare by improving the patient-provider experience.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

1. Promptly answer calls using positive and clear communication to provide patient-focused service and a positive impression of the organization.
2. Utilize resources, knowledge base and systems to answer inquiries, and requests as well as accurately relay team protocols to patient.
3. Accurately and promptly triage patient calls and physician messages. Utilize EMR and other messaging software to ensure effective communication between Physician team and patient.
4. Collaborates with Patient Support Manager to ensure all goals are met.
5. Accurately register and schedule patient appointments, as needed, to support matrix partners, patient requests, and Physician requests. Requests can come peer to peer, Physician based, online, fax or phone.
6. Obtain prescription refill requests and triage to appropriate physician team to be filled.
7. Complete forms such as (but not limited to):
   1. TDI forms (completion within 24-hours of receipt).
   2. FMLA forms (completion within 72-hours of receipt).
   3. Work and school notes.
8. Use of Centricity, and Exscribe EMR to support patient care.
9. Obtain prior authorizations for any assigned advanced imaging studies, specialty injections, prescriptions and accurately update order statuses.
10. Monitor and promptly reply and triage messages with patients through the bi-directional texting platform.
11. Remain accountable and follow through all commitments made to patients and co-workers in a timely manner.
12. Compliance with HIPAA and OSHA regulations.
13. Other duties as assigned.

Skills

1. Communication Proficiency
2. Customer/Client Focus
3. Skilled multi-tasker
4. Excellent Typing Skills

Abilities

1. Embracing ORI’s mission and vision through friendly and patient-oriented service.
2. Demonstrate excellent teamwork, organizational, and communication skills.
3. Adheres to processes, while looking for opportunities for innovation and improvement.
4. Critical thinking skills and deliberate decision making.
5. Able to work at a fast pace, while demonstrating patience with patients.
6. Ability to set priorities.
7. Ability to provide direction to others that is clear, concise and promotes efficiency.
8. Ability to communicate well with patients, families, co-workers, etc.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is largely a sedentary role; however, some filing may be required.

Physical Demands:

• Requires mobility, frequent walking, standing, and sitting, some bending, stooping, and stretching and periodic lifting of up to 50 lbs.

• While performing the duties of this job, the employee is regularly required to converse and hear.

• Requires normal (corrected) vision.

• Requires coordination and manual dexterity sufficient to operate office equipment.

Position Type/Expected Hours of Work

This is a full-time, Monday through Friday position. Shifts will be assigned in advance and can vary between the hours of 7:30am to 5:30pm.

Travel

No overnight travel is expected for this position.

Required Education and Experience

1. High School Graduate or equivalent
2. Any combination of education, training, and experience that demonstrates the ability to perform the duties of the position.
3. Experience with Microsoft Office (Word, Excel, and PowerPoint).

Preferred Education and Experience

1. Discretion to work with confidential information.
2. Knowledge of HIPAA Regulations.
3. Pertinent job-related experience and Medical Terminology.
4. Bilingual Spanish or Portuguese a plus.

Ortho RI is an equal opportunity employer committed to diversity, equity, and inclusion in all aspects of the recruiting and employment process.

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.