Call Center Representative

Wage Range: $22.93 - $35.12 per hour

About the role

The Call Center Representative provides exceptional customer service and operational support for patients contacting the clinic via phone or other digital communication platforms. This position ensures efficient appointment scheduling, accurate collection and entry of patient demographic and insurance information, and appropriate routing of clinical messages to providers and staff. The representative supports multiple outpatient medical clinics and serves as the front line of communication for patients seeking care.

Responsibilities

• Collects and verifies patient demographic and insurance information and accurately inputs this information into the Electronic Health Record (EHR).
• Correctly schedules, cancels, and/or reschedules all patient appointments in multiple departments according to practice guidelines, either by phone or the EHR.
• Provides patients with accurate information regarding visit preparation, location, and provider instructions.
• Verifies referral and authorization status as appropriate.
• Answers inbound calls within established timelines.
• Accurately documents and routes messages per established workflows, ensuring all necessary information is gathered and documented following practice guidelines. Ensures messages are delivered in a timely manner, prioritizing urgent calls and escalating as necessary.
• Communicates clearly and professionally with patients, family members, and care team members. Uses empathy and professionalism when handling sensitive or challenging interactions.
• Collaborates with clinic teams to ensure appropriate follow-up and communication regarding scheduling, messages, or patient needs.
• Maintains awareness of provider availability, clinic closures, and scheduling changes.
• Updates and maintains patient charts with appointment confirmations, insurance verification, and communication history.
• Participates in call center meetings, training, and quality improvement initiatives.
• Supports extended hours, evening, or weekend shifts if required for call center coverage.
• Performs other administrative support duties as assigned.
• Supports the hospital mission, vision, values, policies, and procedures.

Requirements

• Minimum two (2) years’ experience in medical administrative support or medical office coordination.
• Strong attention to detail with excellent time management and organizational skills.
• Clear, effective communication with multidisciplinary teams and external vendors.
• Proficient in Epic, Microsoft Office Suite, and other organization scheduling tools.
• Ability to prioritize tasks and adapt in a fast-paced environment.

Qualifications

• Education: High school diploma or equivalent (required).
• Licenses/Certifications/Registrations: None required.
• Experience: Experience with Epic is highly preferred.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional walking, standing, bending, or lifting light office items (up to 25 pounds).
• Visual acuity to view computer screens and read detailed documents.
• Ability to communicate effectively in person, by phone, and electronically.
• May be required to move throughout the healthcare facility, including administrative and clinical areas.

Working Conditions

This position operates in a professional office setting within a healthcare facility. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The office environment is climate-controlled, well-lit, and ergonomically designed for extended computer work.

While this role is primarily office-based and does not involve direct patient care, the employee may occasionally be present in clinical areas or interact with staff working in clinical environments. As such, there is a potential for exposure to infectious diseases. The organization provides appropriate training and personal protective equipment (PPE) as needed to ensure safety.

Pay

$22.93 - $35.12 per hour

Schedule

40 hours per week, day shift. May include extended hours, evenings, or weekends for call center coverage.

Benefits

• Medical, dental, and vision benefits paid by employer.