Call Center Representative

Job Title CALL CENTER REPRESENTATIVE Job Summary Non-exempt FLSA Responsibilities Respond to patient inquiries via phone and digital platforms. Resolve issues effectively and ensure a positive experience with each interaction. Schedule appointments across all departments and accurately document patient messages in the appropriate systems. Prioritize message urgency and route calls or requests to the appropriate department or staff member. Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary. Maintain accurate and up-to-date patient records in the electronic health record (EHR) system. Ensure full compliance with HIPAA regulations when handling patient information. Follow all training protocols and operational guidelines to ensure consistent, high-quality service. Participate in virtual and in-person team meetings, training sessions, and performance reviews as required. Support department and clinic operations by performing additional tasks as needed to enhance patient care. Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement. Perform additional tasks as needed to support the center. Required Skills and Abilities Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Strong organizational and time‑management abilities, meeting deadlines and managing multiple tasks efficiently. Ability to thrive in a fast‑paced, high‑volume, occasionally stressful environment while maintaining professionalism and empathy. Proficiency in standard office equipment and Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms. Education and Experience High School diploma or equivalent required. At least two years of related experience preferred. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Ability to lift up to 15 pounds at times. Ability to travel to various center locations as required. EEO Statement We are an equal opportunity employer and welcome applicants of all backgrounds. #J-18808-Ljbffr