Call Center Representative (Medical Office) - full-time

Position Summary

The Call Center Representative serves as the first point of contact for patients calling any of our health centers. In this role, you'll answer incoming calls and electronic messages, schedule appointments, respond to patient questions, and help connect individuals with the providers and services they need. This position is ideal for someone who enjoys helping others, thrives in a fast-paced environment, and is committed to delivering exceptional customer service.

What You'll Do

• Answer incoming telephone calls, electronic health record messages, and patient portal inquiries promptly and professionally.
• Create a welcoming, positive experience for patients, providers, and community members.
• Respond to general questions regarding appointments, insurance, co-payments, and our sliding fee scale.
• Maintain patient confidentiality in accordance with HIPAA requirements.
• Schedule appointments using established scheduling protocols.
• Route calls and messages to the appropriate clinical or administrative staff.
• Assist patients in accessing providers, medications, and other health care services in a timely manner.
• Confirm appointments through outbound calls as needed.
• Respond appropriately to emergency calls following established procedures.
• Accurately document patient communications within the electronic health record while speaking with callers.
• Develop a strong understanding of our health center services and workflows.
• Participate in patient outreach and customer service initiatives that improve access to care.
• Welcome new patients and help maximize appointment availability.
• Seek assistance when needed to ensure patients receive the highest level of service.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• One year of customer service experience.
• Excellent communication, organizational, and multitasking skills.
• Strong computer skills with the ability to navigate multiple systems while speaking with patients.

Preferred Qualifications

• Associate's degree.
• One year of call center, medical office, or dental office experience.

Pay & Schedule

• Starting Pay: $18.39 per hour (paid biweekly)
• Full-time, 37.5 hours per week
• Work schedules fall within business hours of Monday-Thursday: 6:30 a.m. - 6:00 p.m. and Friday: 6:30 a.m. - 5:00 p.m.
• No evenings, weekends, or major holidays

Benefits

• Competitive pay
• Comprehensive benefits package
• Paid time off
• Health, dental, and vision insurance
• Retirement benefits with employer contributions
• Employer-paid life insurance
• Ongoing training and opportunity for advancement
• Supportive team environment where your work truly makes a difference