Patient Services Representative/Telephone Operator

Job Description

Job Description

*BASIC FUNCTION: *Full-time Patient Services Representative/Telephone Operator needed for a fast-paced orthopedic office. Under the supervision of the Billing Supervisor, the telephone operator shall be responsible to answer and route all incoming phone calls to the appropriate departments/staff members. Schedule new and existing patients for appointments, communicate with other facilities/offices, process new referrals, & be familiar with various payers/insurances from the area. Sort and distributes incoming e-faxes electronically. The current position is a full-time telephone operator with cross training on the front desk/reception area.

*RESPONSIBILITIES: *The duties of the Patient Services Representative/Telephone Operator are of high volume, and the quality of duties performed is needed to be at a high level. The employee will come into contact on a daily basis with confidential patient files. The operator must be able to handle this information with the highest degree of privacy, discretion, and professionalism. The Patient Services Representative/Telephone Operator is responsible for accomplishing the duties set forth below:

General Clerical Activities (There may be other duties required of this position not listed below):

• Answer calls (with headset if desired), and connect callers to the proper individuals.
• Assists in managing physicians schedule
• Scan in documents (insurance cards and other patient information)
• Review and distribute faxes and office correspondences electronically
• Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
• Occasionally must send messages/emails to other staff via telephone or EHR system's tasking feature
• Other tasks as set forth by the Supervisor/Administrator

Skill Requirements

• Education: High school diploma or equivalent
• Bilingual in English/Spanish preferred
• Must have excellent customer service skills
• 2 years of experience answering phones/reception work in a health care setting
• Strong verbal and written communication skills
• Excellent grammar and spelling skills
• Orthopedic or general surgery experience a plus but not required
• The ability to type 25 words per minute.
• Some medical terminology
• Skill in operating a computer and scanner, as well as software programs including Microsoft Outlook.
• Excellent telephone etiquette, superior customer service, and professional communication skills are required
• Strong patient service and interpersonal skills as we are high on customer service
• Willingness to learn and show initiative at all times
• Cheerful and positive attitude
• Ability to work as a team player
• Must be flexible and able to multitask in a stressful and fast-paced setting.
• Previous experience in scheduling, call center operations, or similar environment

Typical Physical Demands:

• Requires sitting.
• Hearing must be in the normal range for telephone and personal communication.
• Requires manual dexterity sufficient to operate keyboards

*RELATIONSHIPS:

*The Patient Services Representative/Telephone Operator should observe and conduct the following relationships:

• The employee shall interact with other office and clinical staff in the Practice. Such interactions must always be professional and contributing to the safety and pleasantness of the work environment at Orthopaedic Associates Medical Clinic.
• The employee is expected to interact with patients, insurance companies, insurance and work comp adjustors, hospitals, primary care physicians, and other health care entities. Such communication should always reflect the total commitment of the office to quality care and customer satisfaction. All communication must always be conveyed in a professional manner.

NOTE: Must be fully vaccinated for COVID-19. Reasonable accommodations will be considered.