Spire Orthopedic Partners is hiring: Call Center Agent in Middletown

Overview

Call Center Agent role at Spire Orthopedic Partners. This position supports the administrative operations of the practice, enabling physicians to focus on patient care. This is a full-time remote opportunity with potential for career growth.

Responsibilities

• Work directly with Physicians and team to ensure proper scheduling and patient care; monitor team communication and decision-making.
• Create, update, and access confidential patient data in EMR with high confidentiality and accuracy.
• Serve as main contact for provider correspondence and patient issues.
• Prioritize and multi-task effectively.
• Handle high-volume inbound and outbound calls to/from patients; address patient needs or issues in a timely manner.
• Obtain appropriate demographic and insurance information; update and modify EMR accordingly.
• Obtain insurance verification, authorization, and/or referrals as needed; inform patients of these requirements.
• Schedule patient appointments with appropriate providers according to schedule templates.
• Ensure patient records are accurate and complete.
• Inform patients of copay or out-of-pocket costs; collect payments as needed.
• Retrieve messages from voicemail, email, and EMR; respond to patients and outside agencies promptly.
• Document all patient encounters in EMR and route appropriately.
• Triages messages for prescription refills and patient messages; verify pharmacy details.
• Assist with troubleshooting Patient Portal issues.
• Conduct daily chart reviews for upcoming appointments; ensure accuracy of appointment details, demographics, and insurance eligibility.
• Manage and monitor provider schedules; block schedules when appropriate.
• Process work orders and obtain, and route authorizations as needed.
• Collaborate with Front Desk; provide cross-coverage as needed.
• Receive and process faxes; route as appropriate.
• Communicate effectively with the entire team, including Physicians, PA/APRN, Medical Assistants, and Administrative support.
• Observe telephone flow and offer or request assistance as needed.
• Reschedule patients as needed and manage waitlists; create Relatient Broadcasts as needed to contact patients.

Qualifications

• High School Diploma or Equivalent required.
• 2+ years’ experience in a healthcare-related field with administrative experience.
• Ability to multi-task, work independently, and complete duties efficiently.
• Strong problem-solving and customer service skills for a healthcare client base.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Organized and able to perform under pressure; strong teamwork and communication skills.

What We Offer

• Excellent growth and advancement opportunities
• Dynamic environment
• Access to a diverse network of practitioners
• Broad infrastructure of tools and programs to enhance the employee experience
• Competitive compensation
• Generous PTO
• Benefits package: health, dental, vision, 401(k), etc.

We are an equal-opportunity employer. Qualified applicants are considered for positions and evaluated without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, marital status, military service and veteran status, disability, protected medical condition, genetic information, or any other characteristic protected by applicable laws.