We are seeking a friendly, organized, and detail-oriented Call Center (Patient Scheduling) Representative to support patient scheduling, incoming calls, and daily medical office operations.
In this role, you will serve as an important point of contact for patients, physicians, and clinical staff, helping ensure a positive patient experience through timely communication, accurate scheduling, and exceptional customer service.
Key Responsibilities
Patient Scheduling & Coordination
- Schedule appointments for new and returning patients across assigned providers, excluding HMO and workers' compensation patients.
- Coordinate appointment changes, cancellations, and rescheduling requests.
- Make outbound calls to patients to schedule appointments based on referrals.
- Respond to patient inquiries and scheduling requests in a timely, professional manner.
- Assist patients and families with information regarding available services and physician referrals.
Communication & Customer Service
- Answer incoming calls professionally, creating a positive first impression for patients and physicians.
- Direct calls and messages to the appropriate departments or clinical staff.
- Communicate with clinical teams regarding patient questions, concerns, and scheduling needs.
- Manage physician-line messages, returning or redirecting calls as appropriate.
- Maintain positive working relationships with physicians, patients, and healthcare professionals.
Documentation & Administrative Support
- Accurately document patient interactions and calls in the Electronic Health Record (EHR) system.
- Maintain and update patient demographic information in the appropriate databases.
- Utilize call center systems to manage patient information and scheduling activities.
- Follow organizational policies, procedures, and compliance standards.
- Perform additional administrative duties as assigned.
Qualifications
Education
- High school diploma or GED
- Coursework in a medical or healthcare-related field preferred.
Experience
- Previous medical office or surgical scheduling experience preferred.
- Experience working in a healthcare or patient-facing environment is a plus.
Skills & Abilities
- Excellent verbal and written communication skills.
- Strong customer service skills with a patient-focused approach.
- Ability to communicate effectively with patients, physicians, and clinical staff.
- Strong organizational skills and attention to detail.
- Ability to manage multiple tasks and prioritize patient needs.
- Effective problem-solving skills.
- Proficiency with general office equipment, including computers, printers, scanners, and telephones.
- Ability to develop and maintain positive professional relationships.
What We're Looking For
The ideal candidate is someone who genuinely enjoys helping people, communicates clearly, and understands the importance of accuracy and responsiveness in a healthcare setting. You should be comfortable handling a busy phone environment, coordinating appointments, and working closely with clinical staff to ensure patients receive the assistance they need.
