Call Center Representative – Main Campus

About the role

The Call Center Representative is responsible for providing timely and professional customer service to incoming phone calls specifically for appointment scheduling. The Call Center Rep will answer incoming calls for lab results, refill requests and schedule patient appointments, manage the provider’s schedules in all medical departments according to set protocol of each department and direct all incoming calls of the call system in a manner that will enhance corporate image and increase customer satisfaction. In occasion to serve as back up for Front Desk staff shortage by performing any front office duties under the direction of the Site Supervisor.

Qualifications

• High School Diploma or GED
• Bilingual – English/Spanish required
• Able to work a flexible schedule
• Previous experience in a medical setting preferred
• Ability to manage multiple phone lines and incoming calls in a timely manner
• Ability to read and interpret documents such as policies, procedure manuals, and reports
• Data entry proficient
• Experience with Electronic Medical Records systems preferred
• Minimum of 2 years healthcare call center experience or 2 years of customer service call center experience
• Professional and positive attitude; able to communicate with all levels of management and patients

Responsibilities

• Answer incoming calls in a courteous and professional manner, address questions, and route calls accordingly
• Take all incoming calls, facilitate patient needs, and document all communication into the chart
• Always ensure patient confidentiality
• Schedule all appointments for all departments and clinics based on approved protocol for each department’s registration area into the Practice Management System
• Assist and maintain patients’ demographic information; insert new/updated clinical and administrative documentation in charts
• Ensure all patient inquiries are advised on the sliding fee scale and make adjustments accordingly
• Gather third‑party payment information, record charges, and bill patients for services provided as indicated on the encounter form
• Process charge entry into the Electronic Medical Records system
• Schedule all incoming phone appointments using specific protocols for each department/provider with a high degree of accuracy
• Verify via telephone all patient information including demographic, insurance, and payment balance according to policy; instruct patients accordingly in preparation for their appointment (e.g., arriving early for sliding fee scale, accepted payment methods, co‑payment reminders for privately insured patients)
• Receive requests from pharmacy or other providers and contact patients with messages, including scheduling appointments, lab orders, or other needs; complete documentation
• Assist with lab callbacks or other clerical/phone tasks
• Address incoming calls for lab results and schedule follow‑up appointments according to provider directions
• Alert Site Supervisor of any pending patient requests for refills, lab results, or other requests not addressed by clinical staff or providers within the timeframes outlined by the Telephone Triage Guide
• Provide excellent internal and external customer service
• Perform other duties as assigned
• Participate in all safety programs, which may include assignment to an emergency response team (all Health Center staff have emergency and disaster response responsibilities)