Call Center Rep

Job Description

Job Description

A neurology Call Center Representative is a healthcare-focused customer service role that supports patients, providers, and administrative teams within a neurology practice. Your role is critical in ensuring smooth patient flow, accurate scheduling, and timely communication between patients and providers. This role manages high-volume calls, gathers accurate patient information, and ensures efficient appointment scheduling while delivering excellent patient experience across phone, email, and in-person interactions.

Key Responsibilities:
Patient Communication & Customer Service

• Greet and assist patients and visitors professionally via phone, email, and in person
• Handle high-volume inbound calls, schedule appointments, and respond to general inquiries
• Provide patients with clear information regarding practice policies, appointment requirements, and next steps
• Handle patient complaints professionally, ensuring confidentiality and compliance with HIPAA regulations Support patients in distress and respond appropriately to urgent situations
• Conduct follow-up calls for missed appointments, support patients in distress and respond appropriately to urgent situations

Scheduling & Registration

• Schedule appointments using established provider templates to ensure efficient patient flow
• Create, update, and verify patient records within scheduling and electronic medical record (EMR) systems
• Gather and enter detailed patient information accurately across multiple systems 
• Communicate appointment add-ons, delays, cancellations, and no-shows to leadership
• Maintain efficient registration flow and readiness for clinical staff

Administrative & Systems Support

• Utilize practice management and EHR systems to manage patient information securely
• Safeguard patient information and always maintain confidentiality
• Manage phone and fax communications and relay messages appropriately
• Maintain electronic and manual filing systems
• Prepare monthly marketing flyers, stamp and mail trifold materials
• Generate reports in support of departmental goals and operational needs
• Maintain supply inventories and communicate needs to the team lead

Qualifications

• Minimum of 1 year of experience in a medical receptionist, call center, or customer service role
• Prior medical call center experience preferred
• Experience with electronic scheduling systems and EMR preferred
• Proficiency with multi-line phone systems and computer-based applications
• Strong organizational skills with exceptional attention to detail 
• Excellent interpersonal and communication skills
• Ability to work independently while following established workflows
• Ability to handle confidential information with discretion and professionalism
• Perform additional administrative duties as assigned

Benefits

• Medical, Dental, and Vision insurance
• Paid Time Off
• 401(k) Retirement Plan
• Great Work Environment