Customer Service Representative

DESCRIPTION

MedNOW Clinics is hiring three full-time Customer Service Representatives to join our centralized patient call team at our Aurora location.

This is a dedicated inbound-call position supporting patients across all MedNOW clinic locations. Customer Service Representatives will answer calls from our main advertising phone line and assist patients with scheduling, general questions, call routing, and access to clinic services.

This is not a sales position. We are looking for calm, clear, and dependable communicators who are focused on helpfulness, accuracy, and excellent patient service.

Two of the three openings require bilingual English and Spanish fluency.

Schedule

This is a full-time, onsite position working Monday through Friday. Available schedules include:

• 7:00 a.m. to 4:00 p.m.
• 8:00 a.m. to 5:00 p.m.
• 9:00 a.m. to 6:00 p.m.

Schedules will be assigned based on operational coverage needs and candidate availability.

What You Will Do

• Answer incoming patient calls promptly and professionally.
• Assist patients calling for any MedNOW clinic location.
• Help patients schedule, reschedule, or cancel appointments.
• Provide accurate general information about clinic locations, services, hours, and appointment availability.
• Gather and verify patient information before scheduling or transferring calls.
• Document calls, patient requests, and follow-up needs accurately in the appropriate system.
• Transfer calls to the appropriate clinic or department when additional assistance is required.
• Respond to calls transferred from MedNOW's virtual phone assistant.
• Follow scheduling guidelines and offer appropriate appointment options.
• Help patients access care rather than turning them away because a schedule appears full.
• Recognize urgent or clinical concerns and follow established escalation procedures.
• Protect patient privacy and follow HIPAA and confidentiality requirements.
• Maintain a calm, respectful, and helpful communication style during difficult or high-volume calls.
• Meet attendance, call-quality, documentation, and customer-service expectations.
• Communicate recurring patient concerns, system issues, and call trends to the Practice Manager.
• Support other centralized call-team responsibilities as assigned.

Customer Service Representatives do not provide medical advice, interpret clinical information, or make clinical decisions.

What We Are Looking For

Required Qualifications

• High school diploma or equivalent.
• Clear, professional, and understandable verbal communication.
• Strong customer-service and active-listening skills.
• Ability to remain calm, patient, and helpful during high-volume or difficult calls.
• Ability to enter information accurately while speaking with patients.
• Basic computer skills and the ability to learn multiple systems.
• Strong attention to detail, organization, and follow-through.
• Reliable attendance and punctuality.
• Ability to maintain patient confidentiality.
• Ability to work full-time onsite at the Aurora location.
• Availability to work an assigned Monday-through-Friday shift between 7:00 a.m. and 6:00 p.m.

Bilingual English and Spanish fluency is required for two of the three openings.

Preferred Qualifications

• Previous customer-service, call-center, scheduling, or high-volume telephone experience.
• Previous experience in a medical office, healthcare call center, or patient-services position.
• Experience using Athenahealth or another electronic health record.
• Experience scheduling appointments for multiple locations.
• Familiarity with HIPAA and patient-confidentiality requirements.
• Experience supporting callers in both English and Spanish.

Why Join MedNOW Clinics?

• Join a growing healthcare organization serving patients across Colorado.
• Focus on helping patients access care through a centralized call team.
• Work a consistent Monday-through-Friday schedule.
• Receive training on MedNOW locations, services, scheduling procedures, call systems, and patient-service expectations.
• Work with a supportive Practice Manager and clinic leadership team.
• Eligible employees may receive medical, dental, and vision coverage; paid time off and sick leave; a 401(k) match; voluntary insurance options; employee discounts; and training and professional-growth opportunities. Eligibility is based on employment status and applicable plan requirements.

REQUIREMENTS

MedNOW Clinics is a growing, Colorado accessible, high-quality, and coordinated care to the communities we serve. Through our network of outpatient clinics, we offer comprehensive primary and specialty care services, including family and internal medicine, urgent care, behavioral health, addiction treatment, gynecology, pain management, physical therapy, medical weight management, hormone therapy, diagnostic imaging, and other wellness services. Our approach is centered on treating the whole person and creating an individualized, supportive experience for every patient. We believe excellent patient care starts with a strong team. Our culture is built on compassion, collaboration, accountability, inclusion, and continuous growth. MedNOW provides employees with the resources, training, professional development, and leadership support they need to succeed while making a meaningful difference in the lives of patients throughout Colorado.