Patient Care Representative II

Why Orthofix?
    

Guided by our organizational values – Take Ownership | Innovate Boldly | Win Together – we collaborate closely with world-class surgeons and other partners to improve people’s quality of life. At Orthofix, we want team members who build relationships and share knowledge, challenge the status quo, and deliver results every day to help us achieve our vision to be the unrivaled partner in Med Tech.  

Our global team of over 1,600 employees brings to market highly innovative, cost-effective, and user-friendly medical technologies that heal musculoskeletal pathologies for patients and the healthcare professionals who treat them. Looking to change people’s lives? Look no further.

How you'll make a difference?

The primary function of the Patient Care Representative is to make outbound calls as well as receive inbound calls from patients to resolve outstanding balances or issues; secure payment arrangements on balances owed to Orthofix; resolve patient disputes; and review accounts and make recommendations for external agency placement.

What will your duties and responsibilities be?

The following are the essential functions of this position. This position may be responsible for performing additional duties and tasks as needed and assigned.

• Timely completion of all corporate wide and departmental training

• Understand and promote Integrity and Compliance adherence

• Demonstrate effective interactions with peers and management; maintain effective communication lines/methods; engage management to help in solving problems as needed.

• Responsible for promoting and maintaining positive customer service relations

• Answer inbound calls from patients, TM's, distributors, and internal personnel

• Maintain Patient Queue daily

• Responsible for managing and resolving assigned tasks in a timely and effective manner through Oracle and other systems and processes.

• Consistently meet or exceed departmental quality, productivity standards on a consistent basis while consistently meeting team goals and metrics

• Speak with patients, answer technical questions, and troubleshoot product issues according to established procedures with high accuracy

• Make decisions on the shipment of replacement units with high accuracy

• Responsible for reduction of replacement costs through technical troubleshooting

• Act as a liaison to the field, management, internal, and external customers

• Document any/all patient complaints into the Oracle database accurately and efficiently for proper follow up according to established procedures with high accuracy

• Provide 24-hour Customer Service to all customers via On Call Cell phone and laptop

• Ability to perform satisfaction surveys for inbound calls

• Ability to perform Stim onTrack support for inbound calls

• Ability to back fill other personnel for additional inventory requests from the field

• Receive sales orders from customers

• Ability to back fill other personnel for sales orders fulfillment maintaining high accuracy

• Enter patient and customer information into the Oracle and AppX systems

• Responsible for educating field reps on how to fill out their paperwork correctly for wholesale orders

• Receive payments from patients

• Ability to assist patients with all financial assistance while in accordance with all financial policies and procedures

• Ability to effectively assist all Level I team members with their job duties and responsibilities

• Proactively suggest process improvements.  Utilize process knowledge to assist in documenting ideas/requirements.

• Promote and exude a positive work environment 

• Regular Attendance Required.

What skills and experience will you need?

The requirements listed below are representative of the education, knowledge, skill and/or ability required for this position.

• 3-5 years Orthofix customer service or 2-4 years medical collections experience preferred

• Excellent teamwork behaviors while abiding by Orthofix Code of Conduct

• Persuasive, energetic, and consistently professional/respectful in all communications

• Strong verbal and written communication skills; professionalism in all internal and external communications a must

• Ability to work independently and as part of a team

• Comprehensive understanding of patient benefi