Call Center Representative

Job Description

Job Description

Join Our Team:
Jax Spine & Pain Centers is a leading interventional pain management practice dedicated to improving the quality of life for patients suffering from acute and chronic pain conditions. We are seeking a compassionate, customer-focused Call Center Representative to serve as the first point of contact for our patients and help deliver an exceptional patient experience.

Position Summary:
The Call Center Representative is responsible for professionally managing inbound and outbound patient communications in a fast-paced, multi-location pain management practice. This role schedules appointments, verifies patient information, supports patient access to care, and ensures accurate documentation while maintaining the highest standards of customer service and HIPAA compliance.

Essential Responsibilities:

• Answer a high volume of inbound and outbound patient calls in a professional and courteous manner.
• Schedule, reschedule, and confirm appointments for multiple providers and clinic locations.
• Collect, verify, and update patient demographic, insurance, referral, and authorization information.
• Provide patients with non-clinical information regarding services, appointment preparation, office policies, and scheduling requirements.
• Route clinical questions, prescription refill requests, and urgent concerns to the appropriate clinical staff.
• Verify insurance eligibility and referral requirements, as applicable.
• Accurately document patient interactions in the electronic health record (EHR) and practice management systems.
• Coordinate with front desk, billing, authorizations, and clinical teams to support continuity of care.
• Monitor voicemail queues and ensure timely follow-up with patients.
• Maintain patient confidentiality and comply with HIPAA, company policies, and applicable regulations.
• Meet established productivity, quality, attendance, and customer service standards.
• Perform other duties as assigned.

Qualifications:
Required:

• High school diploma or equivalent.
• Strong communication and interpersonal skills.
• Proficiency with computers and telephone systems.
• Ability to multitask and work effectively in a fast-paced environment.

Preferred:

• Minimum one (1) year of experience in a medical office, healthcare call center, or specialty medical practice.
• Minimum one (1) year of customer service experience.
• Previous experience in pain management, orthopedics, spine, neurology, or another specialty healthcare setting.
• Experience with EHR systems, medical scheduling, insurance verification, referrals, and prior authorizations.
• Knowledge of medical terminology and healthcare insurance processes.

Knowledge, Skills & Abilities:

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to maintain professionalism and empathy when interacting with patients experiencing pain or medical concerns.
• Strong organizational skills and attention to detail.
• Ability to prioritize competing responsibilities while maintaining accuracy.
• Ability to work independently and collaboratively within a team environment.

Physical Requirements:

• Ability to remain seated for extended periods.
• Ability to use a computer, headset, and telephone for prolonged durations.
• Ability to communicate effectively by telephone and in person.
• Ability to occasionally lift up to 15 pounds.

Why Join Jax Spine & Pain Centers?

• Competitive compensation.
• Medical, Dental, and Vision Insurance.
• Paid Time Off and Paid Holidays.
• 401(k) with Company Match.
• Career Growth Opportunities.
• Collaborative and Patient-Focused Culture.