Genesis Orthopedics & Sports Medicine is seeking a Call Center Representative to join our team. In this role, you will be a critical first point of contact, helping patients access care. Your work directly supports our mission to make high-quality orthopedic care accessible to everyone.
What You'll Do
- Answer incoming phone lines to assist patients, referring physician's offices, and other support agencies.
- Register new patients and update patient demographics within our system.
- Schedule, reschedule, cancel, and verify patient appointments.
- Verify patient insurance information.
- Accurately enter patient telephone messages and electronically route them to the appropriate pool in Epic.
- Communicate regularly with internal staff to coordinate and meet patient needs.
- Handle a high volume of repetitive calls daily while maintaining professionalism, courtesy, and strict confidentiality.
- Collaborate with team members to achieve Call Center and organizational goals for quality patient service.
What We're Looking For
- High School graduate or GED.
- At least 1 year of direct customer service contact experience.
- Previous computer experience in a Windows environment for a minimum of one (1) year.
- Six months of previous appointment scheduling experience.
- Knowledge of excellent customer service principles and the importance of patient rights and confidentiality.
- Knowledge of the principles of good communication and teamwork.
- Excellent listening skills.
- Ability to read, write, and verbally communicate in English using good spelling and grammar.
- Ability to maintain composure and excellent service while taking repetitive calls.
- Ability to manage challenging telephone encounters professionally.
- Ability to work in a dynamic, fast-paced environment utilizing good decision-making skills.
- A positive attitude and strong collaborative skills.
- Ability to perform multiple tasks with a high level of accuracy and ensure quality communication.
- Ability to learn and successfully utilize the Epic electronic health record system.
- Day Shift availability.
Nice to Have
- College or vocational training.
- Customer service experience, preferably in a medical facility.
- Call center experience.
- Knowledge of medical terminology and an understanding of health insurance guidelines.
Technical Stack
- Epic (Electronic Health Record)
- Windows environment
Team & Environment
You will work with other team members to achieve Call Center and organizational goals for providing quality patient service.
Benefits & Compensation
- 401(k)
- Flexible schedule
- Paid time off
Work Mode
This is a remote position.
Genesis Orthopedics & Sports Medicine is an equal opportunity employer.
