Call Center Representative Lead

Description

Title: Call Center Representative Lead

Who we are:

Aligned Orthopedic Partners is a well-respected private orthopedic team comprised of highly trained, board-certified orthopedic surgeons devoted to delivering patients with the highest orthopedic care possible. Our commitment to finding the best solutions for individual needs sets us apart from the competition. We take pride in providing exceptional care while remaining friendly, courteous, and efficient. Aligned Orthopedic Partners is recruiting for an experienced Call Center Representative Lead to join our office in Chevy Chase, MD. 

As a Call Center Representative Lead, you will facilitate optimal patient access and maximize the accuracy of data entry for scheduling and clinical messaging. You will be the liaison for patients and the physician office and provide exceptional customer service to our patients. 

What you will do:

• Oversee a 3 person team.
• Maintain team members schedules to ensure proper coverage.
• Work with Operations Manager on hiring and training new Call Center Representatives.
• Answer telephone promptly and in a polite and professional manner.  
• Obtain and enter accurate demographic information into our database/system 
• Schedule appointments and give complete and thorough instructions to the caller on items to bring to the appointment and what to expect 
• Direct patient on how to use intake system for New Patient intake forms prior to appointment 
• Remind caller of cancellation/no-show policy.  
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization  
• Understand when to escalate a call to Physicians/Supervisors/Managers/Medical Assistants 
• Other job-related duties as assigned 

We’d love to hear from you if you:

• Have at least 1 year of customer service or experience in a clinical environment 
• Completed High School or GED, Associates Degree or related healthcare certification is preferred. 
• Are reliable and extremely trustworthy with a background in maintaining confidential information 
• Feel comfortable utilizing Microsoft Office Suite or related programs 
• Can speak, read, and write in English and/or Spanish 
• Exemplify excellent organizational skills and have attention to detail 

What we offer:

We strive to enrich the lives of our team and offer a variety of health and wellness benefits including medical and dental benefits, employer-paid short-term and long-term disability coverage, a matching 401K program, generous paid time off, and an environment that celebrates continuous learning and development. 

Equal Opportunity Employer

Aligned Orthopedic Partners is an equal-opportunity employer. We promote diversity of thought, culture, and background. We celebrate what makes us different and are committed to building a team that represents a variety of experiences. All employment is decided on the basis of qualifications, merit, and business need.