Patient Care Representative II

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 fullfillment 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 prefessional/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 P.C., 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 to $25 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.