Contact Center Representative- Clinical

About the role

Provides high-quality customer service by responding to inquiries, directing calls appropriately, and collaborating effectively with team members across departments. Schedules appointments, manages pre-registration, verifies insurance, and utilizes tools such as panel lists and discharge notifications to support patient access and continuity of care. Accurately records patient interactions and outreach in the EHR, and prepares reports as required. Supports clinical operations by processing medication refills, triaging clinical calls, escalating appropriately, and adhering to protocols and timelines.

Responsibilities

• Customer Service & Communication: Responds to inquiries, directs calls, and collaborates with team members.
• Scheduling & Patient Access: Schedules appointments, manages pre-registration, verifies insurance, and uses tools like panel lists and discharge notifications.
• Documentation & Reporting: Records patient interactions accurately in the EHR and prepares reports as needed.
• Clinical Support & Protocol Compliance: Processes medication refills, trims clinical calls, escalates appropriately, and adheres to protocols and timelines.

Requirements

• Completion of an approved clinical Medical Assistant (MA) training program.
• Minimum of 1 year of direct patient care or clinical support experience required.
• Prior experience in a healthcare contact center, outpatient clinic, or similar setting preferred.
• Strong understanding of medical terminology, appointment scheduling protocols, and electronic health records (EHR) systems.

Qualifications

• Education: Completion of an approved clinical Medical Assistant (MA) training program.
• Experience: Minimum of 1 year of direct patient care or clinical support experience required.
• Preferred: Prior experience in a healthcare contact center, outpatient clinic, or similar setting.
• Skills: Strong understanding of medical terminology, appointment scheduling protocols, and electronic health records (EHR) systems.

Skills

• Medical Terminology
• Appointment Scheduling Protocols
• Electronic Health Records (EHR) Systems

Benefits

• Generous Time Off: 15 days of paid time off with an option to cash out unused days.
• Holidays: 10 paid holidays and an additional day off for your birthday.
• Wellness Perks: Free gym membership to support health and fitness goals.
• Retirement Planning: 403(b) with 2% employer contribution up to 4% match.
• Continuing Education: Tuition reimbursement eligibility which includes $1,500 per year.
• Comprehensive Insurance Plans: Medical, Dental, Vision, Life, Short & Long-Term Disability + extra coverage options.
• Employee Assistance Program (EAP): Confidential counseling, legal & financial advice through EAP.

Pay

Details of pay structure not specified.

Schedule

9:30am - 6:00pm

Culture and Benefits

• Impact: Makes a significant impact on patients' lives and community wellbeing.
• Growth: Supports professional development through continuous learning and opportunities to grow within Evara Health.
• Recognition: Hard work is recognized and rewarded, contributing to professional fulfillment and job satisfaction.
• Affirming Culture: Team-based approach to work and unique benefits such as generous time off, paid holidays, wellness perks, retirement planning, continuing education, comprehensive insurance plans, and employee assistance program.

Background Screening

This position requires a Level 2 background screening through the Florida Care Provider Background Screening Clearinghouse. For more information, visit https://info.flclearinghouse.com.