Inbound Call Center Representative - Medical Offices

Position Summary

The Patient Engagement Specialist answers inbound calls and assists patients, referral sources, and community partners with scheduling appointments, obtaining information about services, and addressing questions or concerns. This role performs a variety of administrative and clerical duties while coordinating referrals and supporting access to primary care, behavioral health, and psychiatric services.

Essential Responsibilities

• Schedule appointments for primary care, behavioral health, and psychiatry services.
• Process referral and intake requests according to referral source contracts and organizational procedures.
• Complete required referral documentation in NextGen.
• Evaluate necessary information to ensure timely and efficient processing of referrals and requests.
• Cook up referrals and inquiries with internal departments to facilitate patient access to care.
• Verify AHCCCS and private insurance eligibility through online systems and telephone verification.
• Complete all required demographic information during scheduling and registration processes.

Customer Service & Call Management

• Answer inbound calls professionally and courteously.
• Respond to patient, customer, and referral source inquiries, requests, and complaints.
• Provide information regarding available services, appointment availability, and scheduling options.
• Route calls to appropriate departments and resources.
• Follow up on complex customer inquiries as needed.
• Identify and escalate priority issues to the Call Center Supervisor.
• Document customer interactions, concerns, and actions taken accurately and timely within the electronic health record.

Documentation & Administrative Support

• Document customer interactions, concerns, and actions taken accurately and timely within the electronic health record.
• Maintain confidentiality in accordance with HIPAA and organizational policies.
• Perform general clerical and administrative duties as assigned.
• Aid in oral and written Spanish/English interpretation and translation when bilingual skills are available.

Professionalism & Organizational Support

• Meet organizational standards for attendance, punctuality, and reliability.
• Adhere to scheduled shifts, break periods, and time-off procedures.
• Participate in training and professional development opportunities to support integrated healthcare delivery.
• Support Valle del Sol's mission through collaboration, professionalism, and patient-centered service.

Qualifications

• Must be at least 18 years of age.
• High school diploma or GED.
• Customer service, call center, medical office, healthcare scheduling, or related experience.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and electronic record systems.
• Excellent organizational, problem-solving, and interpersonal skills.
• Ability to maintain confidentiality and professionalism.

Preferred

• Experience working in a healthcare, behavioral health, or community health setting.
• Knowledge of medical terminology.
• Experience with NextGen or similar electronic health record systems.
• Bilingual English/Spanish skills.

Pay Range

The pay range for this role is: 18.50 - 21.50 USD per hour(3877)