Senior Patient Call Representative

Responsibilities

• Serve as the first point of contact for patients and the public, representing over 40 providers across 5 office locations, 2 physical therapy sites, and 2 surgical centers.
• Promptly answer, evaluate, and route incoming calls based on patient needs, using sound judgment and established protocols.
• Schedule appointments accurately using designated event codes, auto search scheduling, and job aids specific to each provider.
• Accurately interpret caller needs and route to the correct team member, voicemail, or department—triaging effectively is a critical part of this role.
• Transfer calls to appropriate departments including clinical staff, billing, physical therapy, or surgical teams.
• Utilize FormDr, a web-based dashboard to: Process new patient appointment requests, Utilize Phreesia, a web-based dashboard to: Schedule/reschedule appointments at patient request, Notify patients via text message for urgent appointment changes.
• Maintain and update the work log to: Reschedule patients due to provider calendar changes, Move patients up in the schedule when earlier slots open, Support their scheduling/rescheduling requests.
• Aid clinical teams with creating medical charts in the EMR system and support their scheduling/rescheduling requests.
• Monitor and follow the physician on-call schedule and communicate accordingly with the answering service.
• Sort and deliver incoming/outgoing mail to appropriate departments daily.
• Answer emergency calls in accordance with established procedures.
• Maintain patient and provider confidentiality at all times.
• Participate in ongoing training, meetings, and professional development as required.
• Remain seated and actively available throughout scheduled shifts—phones ring in a queue-based system requiring constant coverage. Logging out when unavailable is crucial to our success.

Qualifications

• High school diploma or GED required.
• Minimum 6 months of call center or high-volume phone operations experience, preferably in a medical or clinic environment.
• Knowledge of medical terminology is preferred.
• Strong computer skills and comfort working with multiple systems and dashboards.
• Previous experience with EMR/EHR platforms and online scheduling systems is a plus.