Description

Functional Title: CALL CENTER REPRESENTATIVE

Under the supervision of the Access Administrator, the Call Center Representative will be responsible for the following: Managing inbound and outbound patient communications to ensure timely and easy access to care. This role is critical in delivering excellent customer service, scheduling appointments, and supporting patient engagement. The representative will serve as a key point of contact for patients, ensuring a seamless and positive patient experience while maintaining accuracy.

Requirements

KNOWLEDGE, EDUCATION, SKILLS, AND ABILITIES REQUIRED:

• High school diploma or equivalent required; Associate degree preferred
• 1–2 years of experience in healthcare, call center, or patient access roles preferred
• Experience with eClinicalWorks (eCW) strongly preferred
• Strong computer skills, including Microsoft Office applications
• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills
• Ability to handle confidential information with discretion
• Ability to multitask and work efficiently under pressure
• Bilingual skills preferred
• FQHC experience is a plus

Summary

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for patients via phone, email, or other communication channels
• Answer inbound calls promptly in a professional and courteous manner
• Schedule, reschedule, and confirm patient appointments in accordance with established protocols
• Verify and update patient demographics, insurance, and eligibility information
• Provide accurate information regarding services, providers, and hours of operation
• Conduct outbound calls for appointment reminders, follow-ups, and outreach initiatives
• Support care coordination activities, including referrals, prior authorizations, and follow-ups
• Document all patient interactions accurately in eClinicalWorks (eCW) in real time
• Maintain strict patient confidentiality in compliance with HIPAA regulations
• Route calls appropriately to clinical, billing, or administrative departments
• Escalate complex or urgent issues as needed
• Meet quality assurance standards and performance metrics
• Demonstrate professionalism, empathy, and cultural competency in all interactions
• Manage high call volumes and multitask in a fast-paced environment