Call Center Agent

Los Angeles Orthopedic Surgery Specialists provides compassionate, high-quality orthopedic care to help patients reach lifelong wellness.

The experienced team of medical providers sees patients from in and around Los Angeles, with offices in East Los Angeles, Wilshire, Santa Fe Springs, Tarzana, Encino, Valencia, and Montebello, California.

The Call Center Agent is responsible for professionally responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues.

• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Determines eligibility by comparing client information to requirements.
• Establishes policies by entering client information; confirming pricing.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Research and verification of patient referrals (pending training).

• Previous medical insurance knowledge (PPO/HMO plans)
• Previous medical office experience
• Medical terminology
• Experience scheduling high volume of appointments on daily basis

• High school or equivalent (Required)

• Must be bilingual English/Spanish
• Must possess excellent verbal and written communication skills as well as interpersonal skills with patients, staff, and other healthcare professionals.
• Clear written and spoken communication
• Able to relay clear and detailed messages
• HIPAA compliant
• Comfortable working in a fast-paced environment
• Able to operate multi-line phone system
• Proficient in PC software/operations
• Motivated
• Able to take initiative and complete tasks with little direction
• Ability to work independently
• Detail oriented
• Ability to handle stressful situations and maintain pleasant demeanor
• Efficient time management
• Punctual
• Team player
• Able to sit for extended periods of time

• Previous customer service experience
• Previous referral/authorization experience