Call Center Agent

Call Center Representative

The Call Center Representative supports accessibility of care by scheduling appointments, providing information, and assisting with patient questions and requests. The role delivers services with compassion, respect, and a focus on patient experience while ensuring accurate documentation and consistently meeting productivity and quality standards. Effective communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced call center environment are required.

Essential Duties and Responsibilities

• Answers incoming calls promptly; documents, processes, and routes messages and requests appropriately.
• Assists patients with scheduling and provides accurate information while delivering compassionate, respectful service.
• Serves as a professional representative of the organization through phone, electronic, and written communication.
• Contains accurate and complete patient records and documentation in electronic systems to support continuity of care.
• Receives, interprets, and communicates detailed information clearly to ensure accurate scheduling and follow-through.
• Resolves patient questions and concerns by identifying needs, providing solutions, and escalating issues to the Operations Manager as needed.
• Uses de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain patient satisfaction.
• Supports call center performance goals and participates in ongoing training/mentoring while maintaining confidentiality and HIPAA compliance.

Education

• High school diploma or GED required.
• Post-secondary education in a healthcare or related field preferred.

Work Experience

• Customer service experience is required, at least two years in a call center or general medical office setting preferred.

Mental/Physical Requirements

• Ability to sit for extended periods and use a telephone and computer workstation.
• Ability to receive, comprehend, and express detailed information through oral communication and written materials.

Working Conditions

• Typical call center environment with frequent interaction with patients, providers, and clinical and support staff.
• Work is performed in a setting with frequent distractions and a moderate to high volume of incoming calls.
• Prolonged periods of sitting and continuous telephone and computer use.