Job description

JOB SUMMARY: Long Island Plastic Surgical Group is looking for a new team member! We are looking for someone who will mainly work remotely as our Call Center Operator but also work in person as a Patient Relations Representative out of our St. Felix office every other Tuesday. We are looking for someone who is motivated and focused on excellent patient care. This individual will play an important role in the 1st contact with most patients calling our office. Processes of the medical practice and must exhibit superior customer service. Candidates must be comfortable working with patients, display excellent communication and organizational skills, have superb customer service skills also will answer high-volume calls on a multi-line phone system.

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Ability to speak English and Spanish is a must

Location:
Every other Tuesday you will work in our St. Felix location, the rest of the week will be remote.
86 St. Felix Street, 11th floor
Brooklyn, NY 11217
****MANDATORY TRAINING: GARDEN CITY NY****

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EDUCATIONAL REQUIREMENTS: *
❖ Associated Degree Required, Bachelor’s Degree Preferred
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QUALIFICATIONS AND EXPERIENCE: *
❖ Call Center experience (high call volume)(medical experience preferred)
❖ Working knowledge & understanding of medical terminology
❖ Working knowledge & and understanding of insurance plans and self-pay patients
❖ Excellent communication and interpersonal skills
❖ Strong computer/technical skills, including knowledge of practice management software
(Nextech helpful) and Microsoft Office applications (Excel, Outlook, Word)
❖ Detail-oriented, Ability to multi-task
❖ Strong organizational skills; able to manage priorities and workflow.
❖ Excellent customer service skills
❖ Versatility, flexibility, and a willingness to work within constantly changing priorities with
enthusiasm.

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RESPONSIBILITIES FOR CALL CENTER OPERATORS INCLUDE, BUT ARE NOT LIMITED TO PERFORMING THE*
FOLLOWING ACTIVITIES:
❖ Answers the telephone promptly and in a polite and professional manner to meet Long
Island Plastic Surgical Groups customer service standard of excellence. Answer high volume calls on a multi-line phone system; screen and direct calls take detailed messages and/or forward telephone calls to the appropriate physician or team member.
❖ Receive all types of calls and make various types of appointments for all locations.
Schedule those appointments and have a working knowledge of providers,
understanding systems, processes, and services rendered.
❖ Verify and update all demographic and insurance information upon scheduling all
appointments, and run patient eligibility when finalizing an appointment.
❖ Turn on/off phone our system, put phones on service when necessary confirm on-call
physicians with Answering service when putting the phones on night mode.
❖ Ensures patients are prepared for their appointment by informing the caller of items to
bring to their appointment and of the appropriate practice policies.
❖ Maintain a full understanding of all LIPSG doctor preferences and procedures.
❖ Monitor all physician schedules.
❖ Maintain full working knowledge of injectable products, current promotions, and
services offered by Deep Blue Med Spa.
❖ Maintain a professional appearance and business attire when on-site in the office.
❖ Participate in all departmental meetings, and scheduled training sessions.
❖ Have a working knowledge of our company website.
❖ Check and respond to all emails throughout the day on a daily basis.
❖ Must be knowledgeable and understand all DBMS treatments and procedures.
❖ When necessary will be responsible for training new phone operators for the call center.
❖ Demonstrates a high level of professionalism in dealing with confidential and sensitive
issues, and comply with HIPPA rules and regulations.
❖ Performs other related duties as Assigned by the department Manager.
RESPONSIBILITIES FOR PATIENT RELATIONS REPRESENTATIVE INCLUDE, BUT ARE NOT LIMITED TO PERFORMING THE
FOLLOWING ACTIVITIES:

• Office opening/closing duties & protocols:

• Open and prepare the office for the day.
• Answer telephone calls and make various appointments, courteously and efficiently.
• Further develop and maintain a full understanding of all LIPSG doctor preferences and procedures.
• Monitor all provider schedules and confirm all appointments.
• For all physicians, confirm patients 2 days prior to scheduled appointments.
• Ensure “new patient” online registration including patient histories and demographics is done in a timely manner prior to scheduled appointments.
• Verify and update all demographic and insurance information upon scheduling all appointments.
• Develop and maintain knowledge of medical insurance.
• Maintain and further develop knowledge of payment process (how to create a bill, how to add/apply a payment, etc.).
• Maintain a clean and organized work station/reception area at all times.
• Maintain a professional appearance and business attire.
• Participate in all departmental meetings, scheduled training sessions and company events to support team building.
• Have a working knowledge of our company website.
• Check and respond to all emails throughout the day on a daily basis.
• Assist the Patient Relations Representative Supervisor with any administrative duties he/she may need help with.
• Adhere to Money Handling and Cash Box Protocols.
• Must be able to open and close all LIPSG locations.
• Comply with HIPAA regulations.
• Obtain insurance information on all reconstructive consults prior to their initial visit.
• Turn on the phone system and put on service.
• Close the office at the end of the day, and remain in the office until all patients and providers leave.
• Ensure the front desk is clean and organized.
• Walk through the office and check all exam rooms, treatment rooms, and bathrooms, ensuring the office is empty.
• Handle night deposit.
• Set office alarm.

Hours Required:
This position requires you to be flexible. Most shifts are 8am-4pm, 9 am - 5 pm, 10-6pm.
Monday-Friday

COMPETENCIES:
❖ Client Focus - Manages difficult or emotional customer situations; Responds promptly
to customer needs; Solicits customer feedback to improve service; Responds to
requests for service and assistance; Meets commitments.
❖ Oral Communication - Speaks clearly and persuasively in positive or negative
situations; Listens and gets clarification; Responds well to questions; Demonstrates
group presentation skills; Participates in meetings.
❖ Teamwork - Balances team and individual responsibilities; Exhibits objectivity and
openness to others' views; Gives and welcomes feedback; Contributes to building a
positive team spirit; Puts success of team above own interests; Able to build morale
and group commitments to goals and objectives; Supports everyone's efforts to
succeed

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote

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