Call Center Oper.

Job Description

Job Description

This position is physically located in Lansing, Michigan. Applicant must be willing to relocate to greater Lansing, Michigan area.

Michigan Orthopedic Center is seeking a highly organized, professional Telecommunication Customer Service Representative (full-time). Applicants must have previous experience in this field. Within 90 days from hire, a telecommunication representative is responsible for:

- Answering 100-125 inbound calls with a friendly and problem-solving attitude per day

- Managing outbound tasks as assigned, including referrals, MRIs, etc.

- Exceeding patient expectations on every interaction with an average call time of 1.5 to 2.5 minutes

In general, duties include (but not limited to) promptly answering phones, routing calls to other staff, scheduling appointments, routing faxes, processing referrals, verifying insurance, and serving as back-up to the front office/receptionist. Prior experience with multi-line phone system, scheduling software and electronic health records in a medical office is preferred. Applicants must have stellar customer service skills, ability to multi-task, and enjoy working in a collaborative team environment. The ideal candidate represents the practice in a professional, service oriented manner that supports the overall mission of the practice. Must be passionate about communicating via the telephone.

Michigan Orthopedic Center is a multi-physician surgical practice serving mid-Michigan since 1990. We are committed to providing state-of-the art, high quality orthopedic care and a professional, compassionate patient experience. Our subspecialty fellowship trained surgeons treat complex orthopedic surgical issues including joint replacement of the hip, knee and shoulder, foot and ankle surgery, fracture surgery, spinal surgery and sports medicine.

To express your interest in this position, please submit a cover letter, resume and your salary requirements for consideration.

ESSENTIAL JOB FUNCTIONS:

• Exhibit exemplary customer service skills when interacting with patients, staff, and/or other individuals.
• Answer incoming calls promptly and professionally.
• Schedule new and established patient appointments according to provider guidelines and office protocols.
• Verify and update patient demographics and insurance information during scheduling.
• Manage appointment schedules when changes are necessary, including cancellations, reschedules, and provider availability updates.
• Create and mail new patient welcome letters; send electronic invites for patient portal.
• Direct calls to the appropriate department or staff member when necessary.
• Follow call center workflows and scheduling policies to ensure accuracy and efficiency.
• Maintain a working knowledge of provider schedules, appointment types, and office services.
• Provide patients with accurate information regarding office policies, procedures, and appointments.
• Handle high call volumes with a positive, professional demeanor.
• Scan, index, and file completed records into the electronic health record system.

Ability to commute/relocate:

• Lansing, MI 48911: Reliably commute or planning to relocate before starting work ( Required )

Work Location: In Person

Applicants who do not have previous experience in this field will not be considered.

Monday through Friday, 8 a.m. to 5 p.m.

40 hour week