Orthofix
Position Title:
Patient Care Representative II
Location:
Remote - United States
Position Type:
Full time
Description 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 benefits and insurance carrier explanation of benefits
Strong exhibited performance in cash collections and professionally overcoming objections
Good judgment and decision‑making ability which affect revenue
Excellent time management skills and ability to balance multiple tasks and priorities
Self‑motivated with a high energy level and ability to perform effectively under pressure
Detail oriented and organized with an emphasis on quality
Strong analytical and decision‑making skills
Strong computer and typing skills required - Windows environment
What qualifications are preferred? The education, knowledge, skills and/or abilities listed below are preferred qualifications in addition to the minimum qualifications stated above.
Some college preferred but will consider with proper experience.
PHYSICAL DEMANDS AND WORK CONDITIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to sit for extended periods of time; frequently required to stand, walk and use business equipment daily such as PC, copier, fax, telephone, etc.; occasionally required to reach overhead, bend, and lift objects of up to 20 lbs.
Eyesight and hearing must be correctable to standard level.
The anticipated base hourly rate for this position is $19.00 to $25.00 per hour (plus bonus and benefits). The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type and years of experience within the industry, education, etc.
DISCLAIMER The duties listed above are intended only as representation of the essential functions of this position. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change at the sole discretion of the employer. Nothing in this document alters an employee’s at‑will employment status.
We are committed to providing equal employment opportunities to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), ethnicity, religion, religious creed (including religious dress and grooming practices), color, caste, sex (including childbirth, breast feeding, and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age (40 and over), protected medical condition (including cancer and genetic conditions), genetic information, disability (mental and physical), reproductive health decision‑making, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, or any other protected status in accordance with all applicable federal, state, and local laws.
This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, discipline, termination, promotions, transfers, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.
About Us Since 1980, Orthofix has evolved and grown to become one of the leading medical device companies with a spine and orthopedics focus in the world. Our newly merged Orthofix‑SeaSpine organization is a leading global spine and orthopedics company with a comprehensive portfolio of biologics, innovative spinal hardware, bone growth therapies, specialized orthopedic solutions, and a leading surgical navigation system. Our products are distributed in 68 countries worldwide.
Our medical device company is headquartered in Lewisville, Texas, and has primary offices in Carlsbad, CA, and Verona, Italy. Our combined company's global R&D, commercial and manufacturing footprint also includes facilities and offices in Irvine, CA; Toronto, Canada; Sunnyvale, CA; Wayne, PA; Olive Branch, MS; Maidenhead, UK; Munich, Germany; Paris, France; and São Paulo, Brazil.
Founded in Verona, Italy, and now headquartered in Lewisville, Texas, Orthofix is proud to be recognized as the 8th Largest Orthopedic Medical Device Company in the World by Medical Design & Outsourcing magazine. Orthofix is committed to improving patients’ lives and delivering innovative, quality‐driven solutions that empower physicians and healthcare organizations to meet the needs of their patients every day.
#J-18808-Ljbffr
Patient Care Representative II
Location:
Remote - United States
Position Type:
Full time
Description 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 benefits and insurance carrier explanation of benefits
Strong exhibited performance in cash collections and professionally overcoming objections
Good judgment and decision‑making ability which affect revenue
Excellent time management skills and ability to balance multiple tasks and priorities
Self‑motivated with a high energy level and ability to perform effectively under pressure
Detail oriented and organized with an emphasis on quality
Strong analytical and decision‑making skills
Strong computer and typing skills required - Windows environment
What qualifications are preferred? The education, knowledge, skills and/or abilities listed below are preferred qualifications in addition to the minimum qualifications stated above.
Some college preferred but will consider with proper experience.
PHYSICAL DEMANDS AND WORK CONDITIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to sit for extended periods of time; frequently required to stand, walk and use business equipment daily such as PC, copier, fax, telephone, etc.; occasionally required to reach overhead, bend, and lift objects of up to 20 lbs.
Eyesight and hearing must be correctable to standard level.
The anticipated base hourly rate for this position is $19.00 to $25.00 per hour (plus bonus and benefits). The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type and years of experience within the industry, education, etc.
DISCLAIMER The duties listed above are intended only as representation of the essential functions of this position. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change at the sole discretion of the employer. Nothing in this document alters an employee’s at‑will employment status.
We are committed to providing equal employment opportunities to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), ethnicity, religion, religious creed (including religious dress and grooming practices), color, caste, sex (including childbirth, breast feeding, and related medical conditions), gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age (40 and over), protected medical condition (including cancer and genetic conditions), genetic information, disability (mental and physical), reproductive health decision‑making, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim status, political affiliation, or any other protected status in accordance with all applicable federal, state, and local laws.
This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, discipline, termination, promotions, transfers, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.
About Us Since 1980, Orthofix has evolved and grown to become one of the leading medical device companies with a spine and orthopedics focus in the world. Our newly merged Orthofix‑SeaSpine organization is a leading global spine and orthopedics company with a comprehensive portfolio of biologics, innovative spinal hardware, bone growth therapies, specialized orthopedic solutions, and a leading surgical navigation system. Our products are distributed in 68 countries worldwide.
Our medical device company is headquartered in Lewisville, Texas, and has primary offices in Carlsbad, CA, and Verona, Italy. Our combined company's global R&D, commercial and manufacturing footprint also includes facilities and offices in Irvine, CA; Toronto, Canada; Sunnyvale, CA; Wayne, PA; Olive Branch, MS; Maidenhead, UK; Munich, Germany; Paris, France; and São Paulo, Brazil.
Founded in Verona, Italy, and now headquartered in Lewisville, Texas, Orthofix is proud to be recognized as the 8th Largest Orthopedic Medical Device Company in the World by Medical Design & Outsourcing magazine. Orthofix is committed to improving patients’ lives and delivering innovative, quality‐driven solutions that empower physicians and healthcare organizations to meet the needs of their patients every day.
#J-18808-Ljbffr