Beach Cities Orthopedics is a busy integrated orthopedic clinic with three offices in Manhattan Beach, Torrance, and San Pedro. We are seeking full time Call Center receptionists to work in our Torrance Location, more information available during our interview process. Seeking an enthusiastic team player to work Monday to Friday.

Description

This position provides high level member assistance by scheduling various appointments requested transferring calls appropriately, monitor doctors schedule, composing messages, and providing general information.

Essential Functions

• Operate in a high volume, highly structured call center environment by responding to incoming calls.
• Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and makes appointments utilizing appropriate guidelines
• Prioritize patient needs and offer alternatives to members when appropriate.
• Utilize superior customer service skills to provide service to members when diffusing difficult member encounters.
• Uses tact and diplomacy in handling difficult interactions with members.
• Determine if calls are urgent or emergent by listening to the patient.
• Compose messages for the physician/providers or other medical staff based on patients requests.
• Responds in a courteous and professional manner to general questions.
• Identifies ways to improve quality of service to members and recommends steps used to accomplish these goals.
• Must perform all of the above duties while meeting established standard of performance for quality and productivity.
• Performs clerical duties which may include assigning new patients, calling patients to cancel and reschedule appointments.

Principle Job Duties

• Answering incoming calls
• Determine type of appointment needed, determine appointment availability and schedule appointments
• Prioritize members needs and offer alternatives to patients when appropriate
• Determine is calls are urgent or emergent
• Compose messages to providers or other medical staff based on member requests.
• Utilize databases to give information to members and other callers as requested
• Notify patients of appointment changes by telephone as directed
• Schedule, reschedule and/or verify appointments
• Answer Patient inquiries
• Contact appropriate offices to obtain medical records of new patients.
• Verify and update member demographics
• Perform on-line inquiry functions
• Perform data retrieval of computerized data
• Record and maintain activity logs
• Clear paper jams and other routine maintenance of printers/copiers
• Train or orient new or less experienced personnel
• Serve as a resource person to coworkers and assist in problem solving.
• Perform other activities and duties as directed.
• Initiate telephone calls to physicians or other medical office staff when indicated to assist members
• Assume other activities and responsibilities from time to time as directed.

Basic Qualifications:

• 1 year customer service experience
• High school diploma or equivalent
• Effective telephone communication skills and excellent interpersonal skills
• Must be able to effectively communicate, verbally and via email.