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Position Summary / Scope of Responsibility:

The Centers for Advanced Orthopaedics LLC (CAO) is one of the nations 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.

The call center representative is responsible for handling all of incoming calls for the practice and fielding calls appropriately. This role requires an individual to have strong customer service skills, basic computer skills and grammar knowledge.

Primary Responsibilities:

The Call Center Representative may be asked to perform job-related tasks other than those specifically stated in this job description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of CAO.

• Provide quality customer service at all times.
• Phone etiquette: state the name of the company, your name, and how may I help you.
• Transferring calls: wait for person on the phone to agree to being transferred; transfer the call and inform the person who is receiving the call the reason for transfer.
• Maintain patient confidentiality at all times.
• Address all patient issues and complaints or defer to the senior call center representative.
• Ensure Physician satisfaction.
• Act in a professional manner at all times, including conversation content and volume.
• Act as a team player and communicate with co-workers, other departments and senior call center representative.
• Make patient appointments in Intergy according to guidelines.
• Document phone calls in Exscribe according to guidelines.
• Seek assistance with all triage situations- all clinical decisions will be made by the senior call center representative or orthopaedic technician.
• Fax Press Plus: fax dictated notes to primary physicians.
• Check Outlook e-mail frequently throughout the day.
• Perform any other tasks as assigned.
• Clock in and out daily in Time Vantage; also enter time off requests.
• Follow company policies.
• Ensure compliance with HIPAA and OSHA Standards.
• Must be able to sit for long periods of time.
• All other duties as assigned

Reporting Relationships:

The call center representative reports directly to the call center supervisor.

Requirements, Education, and Experience:

• Must have a high school diploma, or GED.
• Call Center or Administrative Support experience is preferred.
• Knowledge of medical terminology and human anatomy preferred.

Competencies / Required Skills and Abilities:

• Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization.
• Strong skills in record keeping and typing/word processing at 60 WPM.
• Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.
• Strong oral and written communication skills with excellent self-discipline and patience.
• Able to work independently.
• Excellent time management, organization, and administrative support skills.
• Must be able to read, write, speak, understand, and communicate in the English language.

Physical Demands:

• Must be able to sit for long periods of time and lift up to 25 pounds.
• Must be able to use appropriate body mechanics techniques when performing desk duties.
• Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting and sitting.
• Adequate hearing to perform duties in person and over telephone.
• Must be able to communicate clearly to patients in person and over the telephone.
• Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.