EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. With offices across North Carolina, our Call Center Specialist position manages all incoming calls and directs them appropriately.
The Call Center Specialist’s responsibility is to schedule and reschedule services and assist with related administrative tasks.
This position is Saturday - Sunday from 9 : 00 am to 9 : 00 pm, Monday - Tuesday from 8 : 00 am to 2 : 00 pm.
Qualifications and Experience
- High school diploma or equivalent
- Minimum two years of customer service experience, preferably in a medical office setting
- Comfortable using multiple technology-based communication systems effectively and simultaneously
- Previous experience using a multi-line phone system, preferred
Responsibilities include, but are not limited to, the following :
- Utilizes practice management software to perform specific duties
- Serves as a primary resource for all incoming calls
- Directs all incoming calls to the appropriate staff / department based on pertinent information received from the caller
- Returns phone calls within acceptable time frames
- Maintains a pleasant, cooperative demeanor while performing all duties
- Updates account information in the practice management system as necessary
- Retrieves and directs messages from the general voicemail box and after-hours call service to the appropriate staff member
- Notifies Team Lead or Manager of issues interfering with department operations
- May be asked to maintain logs for statistical follow-up of phone activity
- Will act as a backup to the Referral Coordinator role
Other
- Follows all applicable department and practice policies and procedures
- Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice
- Maintains detailed knowledge of practice management and other computer software as it relates to job function
- Performs other duties as required and assigned by Manager, including schedule changes and travel to office locations as assigned
- Attends all regular meetings
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