Job Description

CALL CENTER REPRESENTATIVE

FLSA: NON-EXEMPT

Duties/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 centers.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.

• Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently.
• Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy.
• Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms.

Education and Experience:

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

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel to various center locations as required.

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