Patient Contact Specialist at Excelsior Orthopaedics in Amherst, New York

The Patient Contact Center answers and routes all incoming calls for the company.  You will be responsible for answering high-volume incoming calls to service a variety of patient requests, such as schedule appointment and update medical and demographic information; additionally, perform outbound calls to patients as needed for rescheduling. The position may require occasional early evenings and Saturdays.

• Answer all incoming calls and expedite as quick and efficiently as possible


• Create an Exceptional Experience for all patients


• Speak with all new and established patients and schedules office appointments via phone


• Using the telephone and computerized appointment scheduling program, schedule all patient appointments, according to physician-specified protocols. Inform patients of the information needed by the registration team; provide patients several scheduling options


• Retrieve messages from voice mail system from patients who wish to schedule appointments


• Prospectively inform all new and established patients about the practice’s payment at the time of service policy, and ensure understanding to arrive with referral forms, x-rays, etc.


• Use electronic medical records to document patient charts and relay patient questions/concerns to the appropriate provider/person


• Refer all new patients to patient portal when possible and mail new patient packet as needed


• Re-schedule patients as needed


• Maintain patient confidentiality


• Attend team efficiency meeting with supported providers and their teams


• Communicate with providers as needed


• Complete all other duties assigned by Team Lead/ Supervisor, Practice Manager, or Administrator