Call Center Specialist

Pulmonary Associates of Richmond (PAR) has been serving the greater Richmond community for 50 years, specializing in pulmonary medicine, sleep disorders, and research. Our staff is dedicated to delivering excellence in quality care and customer service.

About the role

We are seeking an enthusiastic Call Center Specialist to work remotely in Virginia, serving as the first point of contact for patients, family members, referring physicians, hospital staff, and the community. The selected candidate will handle incoming calls, schedule appointments, and perform related administrative tasks, with occasional trips to the PAR office required.

Responsibilities

• Answer incoming calls promptly while demonstrating excellent customer service skills.
• Listen and ask probing questions to determine the reason for the call and handle accordingly.
• Schedule patient appointments for pulmonary and sleep services.
• Obtain and enter accurate demographic information into Allscripts.
• Inform callers of arrival times, required items, cancellation policies, and other appointment details.
• Disseminate patient questions and refill requests via EMR to medical assistants or providers.
• Provide basic information, guidance, and instructions to callers.
• Distribute consultations and enter MD Coder information.
• Complete online appointment requests.
• Gather patient records from local hospital systems (Bon Secours and HCA).
• Assist with patient rescheduling as needed.
• Support EMR indexing of incoming documents and output queue when required.
• Schedule faxed and electronic new patient referrals.
• Adhere to PAR’s standards of excellent customer service and HIPAA policies to protect patient privacy.
• Perform other duties as assigned by providers, supervisors, or administration.

Requirements

• High School Diploma or equivalent.
• One year of experience in a call center environment and/or in a medical practice is preferred.

Skills

• Ability to sit for long periods, with occasional standing and walking.
• Manual dexterity for using a computer keyboard and office machines.
• Ability to view computer screens for extended periods.
• Capacity to manage occasional stress related to workload and physician/patient demands.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending accounts
• Employee referral program
• Health insurance
• Critical Illness insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance
• Weekly pay

Pay

$16.50–$18.50 an hour, based on experience.