Call Center Representative

Position Summary

The Resolve Pain Call Center Representative is responsible for providing exceptional customer service and support to patients by handling incoming and outgoing calls, scheduling appointments, answering patient inquiries, and assisting with general office-related questions. This position serves as one of the first points of contact for patients and plays an important role in ensuring a positive patient experience.

The ideal candidate is dependable, professional, compassionate, organized, and able to work efficiently in a fast-paced, high-volume call center environment while maintaining excellent customer service and productivity standards.

Essential Job Duties and Responsibilities

Patient Communication & Customer Service

• Answer incoming patient calls promptly and professionally.
• Assist patients with questions regarding appointments, scheduling, office locations, and general services.
• Provide compassionate and professional communication when addressing patient concerns or complaints.
• Demonstrate patience, empathy, and professionalism when working with patients experiencing pain or frustration.
• Direct calls to the appropriate departments or staff members when necessary.
• Document patient interactions and messages accurately.

Appointment Scheduling

• Schedule new and established patient appointments according to provider availability and scheduling guidelines.
• Verify patient demographics, contact information, insurance information, and other required details.
• Follow established scheduling protocols, including provider-specific requirements and insurance guidelines.
• Assist patients with rescheduling, cancellations, and appointment changes.
• Communicate appointment information clearly to patients.

Call Center Operations

• Maintain department performance expectations, including an average call answer rate of 80% or higher.
• Minimize missed calls, abandoned calls, and excessive hold times.
• Return patient voicemails and missed-call messages in a timely manner.
• Follow proper call handling, transfer, and documentation procedures.
• Utilize company phone systems, scheduling platforms, and other required technology.
• Maintain productivity and quality standards throughout the workday.
• Follow assigned schedules, breaks, and lunch periods to ensure adequate phone coverage.

Administrative Responsibilities

• Maintain accurate and complete patient records.
• Route messages and requests to the appropriate clinical or administrative departments.
• Follow HIPAA guidelines and maintain patient confidentiality.
• Assist with additional administrative duties as assigned.
• Work collaboratively with other departments to resolve patient concerns and scheduling issues.

Qualifications and Requirements

• High school diploma or equivalent required.
• Previous call center, customer service, medical office, or scheduling experience preferred.
• Excellent verbal and written communication skills.
• Strong computer and data-entry skills.
• Ability to multitask and navigate multiple computer programs.
• Strong organizational and problem-solving skills.
• Ability to remain calm and professional in stressful situations.
• Ability to work independently and as part of a team.
• Reliable attendance and punctuality are essential.
• Ability to meet established call center performance expectations.

Performance Expectations

Employees are expected to

• Maintain an 80% or higher call answer rate as a department performance goal.
• Answer incoming calls promptly and professionally.
• Maintain appropriate call handling and documentation standards.
• Complete assigned callbacks and voicemail responsibilities.
• Maintain consistent attendance and punctuality.
• Adhere to scheduled breaks and lunch times.
• Demonstrate accountability, teamwork, and a positive attitude.
• Provide excellent patient service while supporting overall department goals.

Core Competencies

• Patient-focused customer service
• Professional communication
• Reliability and accountability
• Time management
• Teamwork and collaboration
• Attention to detail
• Adaptability in a fast-paced environment
• Problem-solving and conflict resolution

Work Environment

This position operates in a fast-paced, high-volume call center environment. Representatives are expected to remain available to assist patients throughout their scheduled shifts while maintaining professionalism, productivity, and a positive patient experience.

Equal Employment Opportunity

Resolve Pain is an equal opportunity employer and considers applicants for employment without regard to protected characteristics under applicable federal, state, or local law.