Reception Team Staff - Call Center

Sauk Trails Clinic - 8202 Excelsior Drive, 8202 Excelsior Dr., Madison, Wisconsin, United States of America

Posted Tuesday, August 4, 2026 at 5:00 AM

Group Health Cooperative of South Central Wisconsin. BETTER TOGETHER

1.0 FTE / Full-time position

The Reception Team Staff - Call Center position is responsible for providing a wide range of administrative support activities within the Call Center including answering telephone calls from members, co-workers, and other GHC-SCW staff, answering team and practitioner staff calls and relaying messages appropriately and in a timely manner, scheduling follow-up and routine appointments, informing members of relevant co-payments and fees that will be due at the time of service, and answering general questions.

The incumbent works under the general supervision and review of the Call Center Supervisor/Assistant Call Center Supervisor.

GHC-SCW is a quality driven cooperative built on collaboration, community involvement, innovation, and belonging. In dedication to the health and well-being of our employees, we offer a comprehensive benefits package that includes health and dental insurance, along with paid parental leave, short-term disability, long-term disability, and life insurance. Additional benefits include a flexible spending account, employee assistance programs, tuition reimbursement, pet insurance, eyewear discounts, and more.

• Health and dental insurance
• Paid parental leave
• Short-term disability
• Long-term disability
• Life insurance
• Flexible spending account
• Employee assistance programs
• Tuition reimbursement
• Pet insurance
• Eyewear discounts
• More

Job Specific Minimum Qualifications

• High school graduate or equivalent required.
• Minimum six (6) months’ work experience in a setting that requires customer service skills required.
  
  Work experience in a Medical Reception setting preferred. Work experience in a Medical Reception Call Center preferred.
  
  Relevant training may be substituted for work experience.
• Previous experience using the telephone in a service capacity preferred.
• Experience with medical terminology preferred.
• Ability to pass skill checks in primary reception area and Telephone Communications within a reasonable time period. (Approximately 3 months).
• Excellent organizational skills required.
• Excellent verbal and written communication skills required.
• Excellent customer service skills and listening ability to resolve customer complaints required.
  
  Ability to work with a diverse patient population.
• Ability to work harmoniously and cooperatively with all personnel and the public required.
• Ability to act in a professional manner when dealing with practitioner staff, personnel of other departments, fellow employees and the general public required.
• Ability to maintain patient confidentiality. Knowledge of or ability to learn HIPAA requirements.
• Knowledge of and ability to use various computer programs including database, word processing, and email.
• Ability to use and/or learn on-line systems such as electronic medical record.
• Ability to use accuracy in and apply protocols to appointment scheduling.
• Ability to handle and prioritize multiple tasks appropriately in rapid succession required.
• Ability to be flexible in daily assignments.
• Ability to take and relay messages accurately and in a timely manner, including the ability to spell correctly required.
• Ability to use a keyboard with a minimum of typing 30 WPM for much of the shift required.
• Ability to sit or stand for up to 3 hours at a time and frequently stand up and down from desk chair required.
• Ability to frequently bend and reach from both a standing and sitting position required.
• Ability to speak and listen in person and on the telephone.

The incumbent knows and abides by all Group Health Cooperative of South Central Wisconsin (GHC-SCW) organizational and departmental policies, sets personal standards and strives for high quality work in completing assignments, performs job duties in a timely manner, and represents the organization in a positive manner.

The incumbent understands our Mission, Vision, and Common Values (stated below) and is committed to promote these values in behavior and attitude.

Our Mission…