Call Center Coordinator

pspan style="text-decoration: underline"strongPosition Summary/Scope of Responsibility/strong/span/p pThe Centers for Advanced Orthopaedics LLC (CAO) is one of the nation’s largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia. With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce./p pThe Call Center Coordinator serves a key role in meeting patient needs while aligning with the overall mission, vision, and goals of the CAO. Answering phones and initiating referrals and/or inpatient transfers from physicians and medical professionals. This position will require excellent skill in multi-tasking, customer service, and sympathy to deliver the value based care the CAO strives to maintain./p p /p pspan style="text-decoration: underline"strongDuties include, but are not limited to:/strong/span/p ol liExhibits strong customer service and communication skills in daily interaction with the public, patients, staff, and physicians in the performance of job duties./li liDictates and responds to all voicemails and e-mails received by the call center in a timely manner, within the response time designated by the practice./li liProcesses payments accurately and timely while adhering to payment plan guidelines./li liInterprets Explanation of Benefit’s (EOB) to ensure payments and adjustments are properly applied./li liRegularly and accurately updates applicable patient personal and payment information within EMR/EHR software./li liReviews audit journal daily to ensure accounts are monetarily balanced./li liMeets personal metrics and quality customer service experience requirements set for the call center team./li liCollaborates with the assigned leader to resolve escalated/unresolved customer issues./li liEnsures compliance with all applicable laws, regulations, and CAO policies at all times./li liPerforms other duties as assigned./li /ol p /p pspan style="text-decoration: underline"strongRequired Education Experience/strong/span/p ul liHigh School Diploma or GED/li li2+ years of experience of call center experience, preferably in a medical setting/organization./li liProficiency with Microsoft Office suite of products and EMR/EHR software./li liExperience collaborating across multiple functions./li liExperience operating in a fast-growing work environment and dealing with ambiguity./li /ul p /p pspan style="text-decoration: underline"strongCompetencies/Required Skills Abilities/strong/span/p ul liStrong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization. /li liStrong leadership skills with a focus on employee development and engagement./li liConfident, independent thinker and strong decision-making ability when circumstances warrant such action./li liDemonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results. /li liStrong oral and written communication skills with excellent self-discipline and patience. /li liAble to work independently. /li liExudes professionalism in presentation./li liMust be able to read, write, speak, understand, and communicate in the English language./li /ul p /p pspan style="text-decoration: underline"strongPhysical Demands/strong/span/p ul liMust be able to sit for long periods of time and lift up to 25 pounds.  /li liMust be able to use appropriate body mechanics techniques when performing desk duties.  /li liRequires frequent bending, reaching, repetitive hand movements, standing, walking, squatting, and sitting./li liAdequate hearing to perform duties in person and over telephone./li liMust be able to communicate clearly to patients in person and over the telephone./li liVisual acuity adequate to perform job duties, including reading materials from printed sources and computer screens./li /ul