The Call Center Representative serves as the first point of contact for patients, caregivers, and referring providers, delivering exceptional customer service in a high-volume, fast-paced medical specialty practice. This role requires professionalism, efficiency, and strong communication skills to support a practice specializing in vascular, bariatric, and general surgery.

Key Responsibilities:

• Answer and manage high-volume inbound calls in a courteous and professional manner. Minimum requirement to answer phone calls is: 45 + calls/shift
• Schedule, confirm, and reschedule patient appointments, ensuring proper provider and procedure selection.
• Provide accurate information regarding services, insurance requirements, and pre-appointment instructions.
• Verify and update patient demographic and insurance information.
• Assist patients with inquiries regarding referrals, authorizations, and billing concerns, directing them to the appropriate department as necessary.
• Triage urgent patient concerns and route calls to clinical staff appropriately.
• Maintain compliance with HIPAA regulations and ensure patient confidentiality.
• Document all interactions in the electronic medical record (EMR) system accurately and in a timely manner.
• Support practice workflow by coordinating communication between patients, providers, and administrative staff.
• Follow established call scripts and protocols to ensure consistency and quality in patient interactions.
• Participate in ongoing training and quality improvement initiatives.

Qualifications & Requirements:

• Education: High school diploma or equivalent required; associate's degree or higher preferred.
• Experience: Minimum of one year of customer service experience in a medical office or call center preferred. Experience in vascular, bariatric, or surgical specialties is a plus.
• Skills:
  • Strong verbal and written communication skills.
  • Proficiency in EMR systems and scheduling software.
  • Ability to multitask and work efficiently in a fast-paced environment.
  • Excellent problem-solving and interpersonal skills.
  • Bilingual (Spanish or other languages) preferred but not required.

Work Environment & Physical Requirements:

• Office-based environment with prolonged periods of sitting and using a computer and telephone.
• Occasional need to assist patients or staff in a clinical setting.
• Must be able to handle stress associated with high call volumes and patient interactions.