Customer Service

Klamath Orthopedic & Sports Medicine Clinic

Customer Service Representative

Klamath Orthopedic Clinic is searching for a dynamic individual with outstanding customer service skills to join our customer service team. This position plays a key role in maintaining a high level of patient satisfaction by providing exceptional customer service. Details about the position are as follows:

Responsibilities and Duties Provide excellent customer service and serve as the first point of contact to patients and to the public in person or by phone Navigate multiple data systems to research and/or record pertinent patient information into electronic health records and other support service platforms in compliance with clinic policies Operate multi-line telephone system; route calls and respond to general inquiries Register patients and insurance information with a high level of accuracy Schedule patient appointments to various provider schedule templates ensuring the patient account contains current and correct demographics, valid authorization, and appropriate referral Inform patient of documents or health history required at time of appointment Provide patient with necessary paperwork either in person or by mail In preparation for next-clinic appointments, review patient chart for accurate scheduling, add notes, import needed documents and/or or contact patients when authorization, referrals or other information is lacking Adjust daily provider schedule to ensure accuracy in scheduling and visit preparedness Contact patients to confirm next day's appointments Perform check-in processes at time of patient arrival, collect and/or assist with paperwork Accurately update patient demographics and insurance information after collecting insurance cards, workers compensation paperwork, motor vehicle information and photo identifications Collect copays and balance payments as appropriate Contact patients to facilitate visit rescheduling as provider schedules change Communicate with patients and referring providers electronically, via fax and/or phone to schedule patients referred for specialty care

Practice confidentiality and privacy protocols in accordance with Clinic policies and HIPAA requirements Maintain organization in patient waiting areas, office files, and at the reception desk Exercise problem-solving and conflict resolution skills when handling patient complaints and direct to appropriate designated office personnel as needed Attend scheduled department and clinical meetings. Additional responsibilities as needed by and in support of Klamath Orthopedic Clinic

Knowledge, Skills and Abilities Ability to prioritize and multi-task Easily adapts to change Receptive to feedback Thrives in a fast-paced environment Outgoingly friendly and compassionate Enjoys teamwork and collaborative environment Problem-Solver, solution-seeking mindset Strong emotional intelligence and positive attitude High level of personal accountability and integrity Aptitude to learn and passion to serve others Strong computer skills Exceptional customer service skills, highly organized and detail oriented Knowledge of medical insurance as it relates to medical practices

Education and Experience

High school diploma or GED required. Associate or bachelor’s degree a plus.

1 year customer service experience.

Experience in a medical office setting preferred, but not required.