Patient Concierge / Patient Services Call Center

Role: Patient Concierge / Patient Services Call Center

We are Imagine Orthodontic Studio! Our vision is our people-first culture dedicated to providing exceptional care to everyone who walks in our doors. We have a team of passionate and caring people dedicated to providing fun and encouraging relationships with each other and our patients. Imagine Orthodontic Studio offers every team member the opportunity to be a part of something so much bigger. We focus on the importance of the team and recognize that each person has something great to offer. We recognize talents and strengths and love watching people grow into successful careers, in our organization and beyond.

We are looking for a full time Patient Concierge / Patient Services Call Center. If you are looking for an opportunity to be a part of a growing company and a chance to do something bigger, then we are looking for you!

The positionwill play a vital role in guiding patients by facilitating the scheduling or rescheduling of patients, answer patient questions, and forwarding calls to the appropriate offices when needed. In this position, you will play a crucial role in acquiring essential patient information, explaining our services, and ensuring a smooth transition from the new patient call to patient arrival. This position is based at our administrative headquarter space in Temple Terrace. Schedule will be 5 days a week, which may include flex scheduling for coverage on evenings & alternating weekends.

Responsibilities

• Provide general patient service functions such as receiving incoming calls, collecting patient and referral information, scheduling in-office appointments / consultations, verify insurance and confirming appointments
• Answer questions and provide the appropriate information as needed via email, SMS, and phone, and handle and/or redirect calls to the appropriate office or team member
• Verify and update personal information (address, telephone, email, billing, etc.), capture insurance and/or payment information when applicable
• Address or forward billing and insurance issues as needed (e.g. fee payments, eligibility verification, etc.)
• Confirm appointment dates and times, and set expectations to prepare new patients to arrive ready to pay initial down payments and start treatment
• Provide an explanation of new patient process from initiation to completion
• Move, cancel, and manage no-show appointments according to established processes
• Ensure proper authorization and referral information is collected from the patient
• Support management of patient medical records such as information inputting/updating, filing, chart assembly, maintenance, and releases of information
• Request, prepare, and verify the completeness of the patient electronic medical records (e.g. verification of patient's driver's license, insurance card, patient demographics, referral source, etc.)
• Proactively reach out to leads within a specified cadence by making follow-up calls and responding to text messages to engage them
• Manage unscheduled and other treatment pending lists to ensure patient follow through
• Work on daily, weekly, and monthly reports to ensure patients are scheduled in a timely manner
• Become an expert in company's lead management software and patient information management software
• Comply with HIPAA guidelines and company policies and procedures
• Keep pace with a high volume of patients while performing multiple, sometimes complex tasks
• Stay on top of team announcements via in-office communication channels
• Other duties as assigned

Requirements / Qualifications

• High school diploma or GED (required)
• Bilingual in fluent Spanish language for reading, writing, and speaking (required)
• Excellent interpersonal and communication skills including the ability to interact in a professional and courteous manner with patients, parents, and staff (required)
• Exceptional customer / patient phone and written service skills (required)
• 2 years of prior reception, customer service, or centralized call center experience (preferred)
• Strong computer skills, ability to word process and enter data with accuracy and in a timely manner
• Familiarity with handling email, SMS, and communication templates
• Ability to work with a wide variety of people and personalities
• Ability to handle multiple tasks efficiently and prioritize workload
• Attention to detail and demonstrated ability to work under pressure, prioritize competing assignments, and organize work to meet deadlines
• Demonstrate dependability, initiative, and ability to accept direction
• Adhere to high standards of teamwork by demonstrating adaptability, flexibility, and consistently sharing information and resources with team members
• Support office community and sponsorship events
• Reliable form of transportation and punctual and consistent attendance
• Desire to have fun while getting work done is a plus!

What We Offer

• Competitive pay
• Medical, dental, vision, and life insurance
• 401(k) and 401(k) Matching
• Financial literacy resources and support
• Paid Vacation (PTO)
• Discounts on treatment for yourself and family members
• Local office and company-wide social events and team building activities
• Fun, engaging, and collaborative team atmosphere

Imagine Orthodontic Studio is proud to be an equal opportunity workplace and welcome diversity in our organization. We do not discriminate against any team member or applicant for employment regardless of age, race, color, national origin, religion, disability, veteran status, sex, sexual orientation, or gender identity.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Experience:

• Call center: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• Spanish (Required)

Work Location: In person

Salary : $18 - $20