Job DetailsLevel: EntryJob Location: MSO Ortho Rhode Island Middletown - Middletown, RI 02842Position Type: Full TimeEducation Level: High School or EquivalentSalary Range: $18.85 - $23.55 HourlyTravel Percentage: NoneJob Shift: DayJob Category: Customer ServiceWho we are: Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. Headquartered in Stamford, Connecticut, the Spire network spans the Northeast with more than 165 physicians, 1,800 employees, 285 other clinical providers and 40 locations in New York, Connecticut, Rhode Island and Massachusetts. Middlesex Orthopedic & Spine Associates is seeking a remote full-time Call Center Agent t to join our team in Middletown, CT. We are a growing practice with ample opportunity for career growth. Competitive salary offered. What you’ll do: Channel your expertise as an Administrative Assistant and allow your keen attention to detail shine as you take on this important role. This position plays a key role in the efficient and effective clinical and administrative operations of the practice. Join a dedicated team focused on empowering orthopedic and spine specialists to transform patient lives and to be the best orthopedic and spine network in our community. Responsibilities/Duties: Works directly with Physician and Team to ensure proper scheduling and patient care. Includes monitoring team communication and decision-making. Creates, updates, and accesses confidential patients’ data in EMR with a high level of confidentiality and accuracy. Main contact for all Provider correspondence and patient issues. Demonstrate the ability to prioritize and multi-task. Handles high volume inbound and outbound calls to and from patients in a timely manner, addressing patient needs or issues. Obtains appropriate demographic and insurance information. Updates and makes appropriate changes in EMR. Obtains insurance verification, authorization, and/or referrals for services as needed, advises patient of these requirements. Schedules patient appointments with the appropriate Provider in accordance with schedule template. Ensures patient records are accurate and complete. Informs patients of any copay or out of pocket costs; collects payments for services as needed. Retrieves messages from voicemail, email, and EMR; responds to patients and outside agencies promptly. Documents all patient encounters in EMR and routes appropriately. Tasks appropriate PA Triage message group for prescription refills and patient messages. Verifies pharmacy. Assists with troubleshooting of Patient Portal issues. Conducts daily chart review for upcoming appointments, ensuring accuracy and completion of patient appointment details, demographics, and insurance eligibility. Manages and monitors Provider schedules, and blocks schedules when appropriate. Works Orders and obtains authorizations. Routes Orders as appropriate. Works closely with Front Desk; cross covers when needed. Receives and processes faxes and routes as appropriate. Communicates with the entire team to include, including Physician, PA/APRN, Medical Assistant, Surgical Scheduler, and Administrative support. Observes telephone flow; offering or requesting assistance as needed. Other duties as assigned by the Manager. Communicates effectively and professionally with patients, teammates, and providers. Reschedules patients as needed and works Waitlist. Creates Relatient Broadcast as needed to contact patients. QualificationsWho you are: Qualifications: High School Diploma or Equivalent required. 2+ years’ experience in a healthcare-related field, with specific administrative experience required. Able to multi-task, work independently/productively, and be efficient in completing their duties. Possess the ability to analyze, retain, and resolve issues and provide superior customer service to the client base. Proficient in Microsoft Word, Excel, and Power PowerPoint. Be organized and cooperative under stressful conditions. Ability to be a team player, communicate effectively, and meet deadlines. What we offer: Excellent growth and advancement opportunities Dynamic environment Access to a diverse network of practitioners Broad infrastructure of tools and programs to enhance the employee experience Competitive Compensation Generous PTO Benefits package: health, dental, vision, 401(k), etc. We are an equal-opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances (referred to as “protected characteristics”).

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life. We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Our four values guide our strategy, our decisions, and our interactions: - Make it human. We care about the people that make up our customers, colleagues, and communities. - Make it about others. We do what’s best for our customers and collaborate to drive progress. - Make it happen. We work with intention toward a common purpose and forge ways forward together. - Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. POSITION TITLE Senior Customer Service Representative - First Call Resolution POSITION LOCATION These positions are available to remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin. SCHEDULED HOURS During training, your hours will be 8:30 AM- 5:00 PM EST. Once training is complete, your regular schedule will be 9:30 AM-6:00 PM EST. Schedule may adjust slightly in the future based on business needs. Candidates are expected to have consistent, reliable, and predictable attendance during the duration of virtual classroom training and upon successful completion of training to support the needs of our customers. YOUR ROLE The First Call Resolution (FCR) Representative serves as the primary point of contact for our customers and providers during the long-term care assessment process, supporting coordination and communication across all parties, making it one of the most critical roles at CareScout. You will be in a front line, customer interactive position, providing timely and accurate information directly to customers, and processing transactions to meet the customers’ needs. You will be expected to meet or exceed individual and team phone service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere. WHAT YOU WILL BE DOING - Provide exceptional customer service through timely, accurate, and courteous responses to customers, family members, caregivers, providers, and internal care partners - Quickly assess customer needs through active listening and critical thinking to provide accurate, first-call resolution - Serve as a flexible, solution‑oriented point of contact, resolving customer requests from intake through completion by coordinating scheduling, documentation, and follow‑up with internal teams and external partners - Address issues proactively and effectively to prevent escalations and recurring customer concerns - Meet or exceed defined performance and quality metrics, including call handling, productivity, scheduling accuracy, and referral and transfer expectations - Support system updates by participating in user testing and providing feedback before changes are deployed - Actively contribute to a positive team environment through effective communication and collaboration - Provide coaching and training to new team members and support cross‑functional shadowing efforts - Perform other duties as assigned that support CareScout’s business needs and evolving initiatives WHAT YOU BRING - Strong customer service skills with at least 2 years of experience - High school diploma or equivalent - Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating, and meeting all training requirements - Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling - A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work - Positive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aging population - Exhibit integrity, accountability, and a collaborative team mindset - Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality - Apply strong critical thinking, problem‑solving, conflict resolution, collaboration, adaptability, and ownership to resolve customer issues effectively - Demonstrate strong written and oral communication, organizational, and time management skills to manage priorities and meet deadlines - Proficient with computer applications, including MS Office and workflow management tools NICE TO HAVE - Associate/bachelor’s degree or equivalent work experience - Previous call center or contact center experience - Prior experience in the Long-Term Care or insurance industry - Knowledge of HIPAA requirements and confidential information handling EMPLOYEE BENEFITS & WELL-BEING CareScout employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives. - Competitive Compensation & Total Rewards Incentives - Comprehensive Healthcare Coverage - Multiple 401(k) Savings Plan Options - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave - Disability, Life, and Long-Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) - Caregiver and Mental Health Support Services ADDITIONAL The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 5% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.

Employment Type: Full timeShift: Day Shift Description: This is a fully remote position, must be within driving distance of West MI. ​Schedule: - This is a full time position, 40 hours per week - 9 to 5:30 pm M-F - First two weeks of EPIC training are M-F, 8a-430pm. What you will do: - Must possess a comprehensive knowledge of financial clearance and insurance verification processes with two (2) years of financial clearance experience in an acute care setting. - Responsible for all pre-service account financial clearance and collection prior to the date of service - Obtains and verifies accurate insurance information, benefit validation, authorization, and preservice collections. - Begins the overall patient experience and initiates the billing process for any services provided by the hospital. What you will need: - High School Diploma or equivalent. - Two (2) to Five (5) years’ experience in area of expertise such as scheduling, financial clearance, or patient access. - National certification in HFMA CRCR or NAHAM CHAA required within one (1) year of hire. - Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Additional Qualifications (nice to have) - Associates Degree, preferred. - Comprehensive knowledge of scheduling with mastery in at least three (3) or more modalities and insurance verification processes with three (3) years scheduling experience in an acute care setting - Experience in complex facility based ancillary testing across multiple facilities/states - Strong knowledge of third-party and government payer billing and reimbursement guidelines as well as department performance standards and policies and procedures. Why You’ll Love Trinity Health: - Unlimited career growth opportunities with one of the largest Catholic healthcare organizations in the country. - Competitive pay - Colleague Referral Program - Great culture that upholds our Mission About Us: Trinity Health is one of the nation’s largest Catholic healthcare systems. We’re committed to excellence, compassion, and service—delivering care that’s not only clinically exceptional but also deeply human. Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network. • Excellent communication skills • Ability to read text aloud from a computer and listen to spoken word and transcribe to text on a computer