Call Center Representative

Job Description

Job Description

The Center for Reproductive Medicine (CRM) has been a leader in treating fertility patients in Central Florida since 1985. Combining decades of experience with state-of-the-art technology, CRM has achieved some of the highest pregnancy rates in the southeast. CRM is also known for providing compassionate patient care and individualized treatment plans. The work we do, changing peoples' lives and building families, offers stimulation, challenge, and personal reward.

We have an immediate opening for a qualified Call Center Representative to fill a full-time position at our Winter Park location. This job may be performed remotely upon successful completion of training. This is an exciting and challenging position with a practice that continues to grow.

HOURS : Monday - Friday 8 : 00am – 4 : 30pm.

Job Responsibilities :

Patient Communication & Appointment Scheduling

Assess patient needs through phone, email, or online inquiries to determine appropriate appointment types (e.g., initial consults, follow-ups, lab work, procedures).

Schedule appointments efficiently using the clinic’s scheduling system, ensuring proper matching with physician availability and patient preference.

Provide general information on fertility services, treatment timelines, and clinic protocols, referring complex clinical questions to appropriate staff.

Patient Support & Satisfaction

Act as the first point of contact to deliver excellent customer service, ensuring a compassionate and empathetic approach for all patients, especially those undergoing sensitive treatments.

Coordinate with physicians, nurses, and administrative staff to facilitate smooth patient experiences and address concerns or complaints promptly.

Insurance & Financial Coordination

Collect and input accurate insurance information for new and returning patients into the clinic’s EMR or patient management systems.

Ensure all necessary data is available for financial counselors to verify benefits and communicate coverage to patients.

Schedule Management & Optimization

Monitor and manage appointment cancellations and reschedules to minimize provider downtime and maximize patient access.

Collaborate with clinical and administrative teams to adapt physician schedules as needed and fill open appointment slots efficiently.

Data Entry & Documentation

Accurately enter all patient inquiries, appointment changes, and insurance information into the appropriate electronic databases or ticketing systems.

Maintain up-to-date records in compliance with clinic policies, HIPAA regulations, and other applicable standards.

Multidepartment Collaboration

Interface regularly with nursing, lab, and finance departments to ensure seamless communication and coordinated patient care.

Relay time-sensitive or high-priority information to the appropriate personnel without delay.

Follow-Up & Outreach

Conduct follow-up calls for appointment confirmations, missing information, or post-visit check-ins when needed.

Notify patients of schedule changes, lab results availability, or next steps in the treatment process, as directed.

REQUIREMENTS :

• High School Diploma or equivalent required
• Minimum of one year of MEDICAL CALL CENTER experience required
• Experience with Electronic Medical Record (EMR) system strongly preferred
• Bilingual-Spanish a plus!

Why You'll Love Working Here – Our Amazing Benefits :