Call Center Rep - Orthopedic Foot and Ankle

OrthoAlliance is a nationally leading patient-centered, physician-led management services organization that helps orthopedic practices grow and thrive in an evolving healthcare landscape. Its partner practices include more than 200 physicians across the full spectrum of orthopedic and sports medicine specialties. As part of SCA Health, OrthoAlliance is backed by a national organization that serves more than two million patients each year across hundreds of surgical facilities and physician practice clinics nationwide. Together, OrthoAlliance and SCA Health are committed to delivering quality-driven, value-based care while supporting physicians and improving the patient experience.

At SCA Health, we believe health care is about people – the patients we serve, the physicians we support and the teammates who push us forward. Behind every successful facility, procedure or innovation is a team of 15,000+ professionals working together, learning from each other and living out the mission, vision and values that define our organization. 

As part of Optum, SCA Health is redefining specialty care by developing more accessible, patient-centered practice solutions for a network of more than 370 ambulatory surgical centers, over 400 specialty physician practice clinics and numerous labs and surgical hospitals. Our work spans a broad spectrum of services, all designed to support physicians, health systems and employers in delivering efficient, value-based care to patients without compromising quality or autonomy.  

What sets SCA Health apart isn’t just what we do, it’s how we do it. Each decision we make is rooted in seven core values: 

• Clinical quality 
• Integrity 
• Service excellence 
• Teamwork 
• Accountability 
• Continuous improvement 
• Inclusion 

Our values aren’t empty words – they inform our attitudes, actions and culture. At SCA Health, your work directly impacts patients, physicians and communities. Here, you’ll find opportunities to build your career alongside a team that values your expertise, invests in your success, and shares a common mission to care for patients, serve physicians and improve health care in America.    

At SCA Health, we offer a comprehensive benefits package to support your health, well-being, and financial future. Our offerings include medical, dental, and vision coverage, 401k plan with company match, paid time off, life and disability insurance, and more. Please visit, https://careers.sca.health/why-sca, to learn more about our benefits.

Your ideas should inspire change. If you join our team, they will. 

Patient Call Representatives interface with patients primarily via inbound and outbound calls in order to assist them with inquiries the patient may have.  The reps receive and/or collect payments and resolve their issue either through a one call interaction or by escalation and follow up.

RESPONSIBILITIES

• Take inbound calls from patients and make outbound calls to patients
• Provide one call resolution to patient inquires whenever possible and perform timely follow up
• on inquiries requiring escalation or additional research
• Follow up on all patient voicemails within 24 hours
• Provide patient education regarding how to understand their Explanation of Benefits (EOB)
• Take payments from patients
• Provide requested documentation and records
• Consistently achieve defined metrics
• Read and understand contracts with Insurance companies
• Review and determine if an adjustment is required on an account
• Review and determine if a refund is required on an account
• Verify insurance
• Provide patient estimates
• Verify and update demographic information
• Research and locate missing payments
• Review clinical information to determine if a coding review is required

• H/S Diploma or equivalent
• A minimum of 1 year of experience in a medical office, customer service or call center role
• Experience with revenue cycle is helpful and preferred
• Ability to read, analyze and interpret financial reports, and information in patient accounts
• Ability to write routine reports and correspondence
• Microsoft Office Suite including Word and Outlook.
• Excel including the ability to sort and filter data.
• Must be able to type a minimum of 45 wpm.
• Must have excellent phone and customer service skills
• Must be very organized, be detail oriented, solve problems and multitask