Call Center Representative

Job Title

CALL CENTER REPRESENTATIVE

Non-exempt FLSA

• 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.

• 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.

• High School diploma or equivalent required.
• At least two years of related experience preferred.

• 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.

We are an equal opportunity employer and welcome applicants of all backgrounds.