Call Center Representative

Job Description

Job Description

Our  Call Center Representative  will be responsible for providing positive and proactive communications with existing and prospective patients via inbound and outbound telephone calls and email, with the focus on always providing the best possible patient experience. This position handles all established patient incoming calls, scheduling, and phone triage.

Hours:  7:45am - 5:00pm, Monday - Friday

Responsibilities of the role:

• Provide excellent service via inbound/outbound calls, emails, and chat.

• Document all patient interactions in the Electronic Medical Records (EMR) system daily.

• Monitor and respond to voicemails and emails within a 2-hour window.

• Assess caller needs to provide appropriate referrals or information with empathy.

• Manage high call volume efficiently, ensuring timely responses.

• Adhere to department scheduling and availability guidelines.

• Collect and update patient demographics and insurance details.

• Communicate regularly with facility staff, including physicians and clinical teams.

• Support multiple facilities and providers through cross-training.

Education/Experience:

• High School Diploma is required. 
• Two years medical administrative or call center experience required.
• EMR experience preferred. 
• Bilingual Spanish a plus!

Why You'll Love Working Here – Our Amazing Benefits:
• Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance.  FREE employee only healthcare coverage option is available.
• Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
• Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
• Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
• Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
• Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
• Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
• Rewards for Connections: Earn extra money with our Employee Referral Program—your network is invaluable!
• Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
• Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
• Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
• Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.