Medical Call Center Representative

Job Description

Job Description

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Thank you for taking time in learning more about the Medical Call Center Rep position with The Children's Clinic of Fredericksburg!

Position Summary
The Medical Call Center Representative serves as a primary point of contact for patients and families, handling incoming and outgoing calls with professionalism, accuracy, and compassion. This role is responsible for appointment scheduling, patient communication, message management, and basic clinical intake support while ensuring a positive patient experience. The ideal candidate is customer-service driven, detail-oriented, and able to manage high call volumes in a healthcare setting.

Key Responsibilities

Patient Communication & Call Handling

• Answer inbound calls promptly and professionally.
• Provide accurate information regarding clinic services, hours, and policies.
• Address patient questions and concerns with empathy and professionalism.
• Route calls and messages to appropriate clinical or administrative staff.
• Maintain a calm and supportive demeanor when handling urgent or sensitive situations.

Scheduling & Appointment Management

• Schedule, confirm, and reschedule appointments in the Electronic Health Record (EHR) system.
• Verify patient demographics and insurance information during calls.
• Communicate appointment instructions, preparation requirements, and follow-up details to patients and families.
• Coordinate referrals or follow-up appointments as directed.

Clinical Message Management

• Collect and document patient symptoms or concerns accurately for provider review.
• Triage non-emergent clinical calls according to established protocols.
• Ensure timely delivery of messages to providers and clinical teams.
• Follow up with patients as instructed by providers or clinic leadership.

Documentation & Administrative Support

• Accurately document all call interactions in the EHR or call management system.
• Maintain confidentiality and comply with HIPAA regulations.
• Assist with outbound calls related to appointment reminders, results notification, and follow-ups.
• Support call center metrics and performance standards, including call volume and response times.

Team Collaboration & Operations

• Work collaboratively with clinical staff, front office teams, and leadership to support smooth clinic operations.
• Participate in staff meetings, trainings, and quality improvement initiatives.
• Assist with additional administrative duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Prior experience in a medical call center, healthcare office, or customer service role preferred.
• Knowledge of medical terminology and healthcare workflows preferred.
• Strong computer skills; familiarity with EHR systems (NextGen experience preferred).
• Excellent verbal communication and active listening skills.
• Ability to multitask and manage high call volumes in a fast-paced environment.
• Professional demeanor with strong customer service focus.
• Strong scheduling experience preferred.

Benefits/Perks

• Competitive Compensation
• Medical, dental, and vision insurance
• 401K matching
• Training and development

Why Join Us?

• Be part of an innovative, mission-driven team redefining how families access pediatric care.
• Enjoy a collaborative and supportive startup culture with opportunities for growth.
• Make a lasting impact in the community by helping build a scalable and compassionate healthcare model.