Call Center Representative

Call Center Representative

The Call Center Representative is responsible for serving as the first point of contact for patients by phone. This position supports patient access through scheduling, appointment management, insurance verification, and general inquiries. The Call Center Representative ensures all calls are handled with professionalism, accuracy, and compassion, contributing to positive patient experiences and organizational efficiency.

Requirements

• Include but are not limited to :
• Answer and route incoming calls promptly and courteously.
• Schedule and confirm patient appointments in accordance with established guidelines.
• Update and verify patient demographic and insurance information in the electronic health record (EHR).
• Provide accurate information regarding services, hours of operation, and locations.
• Handle patient inquiries, concerns, and basic complaints, escalating issues as needed.
• Open telephone encounters, refill requests, or route messages to the appropriate staff or pool.
• Assist patients with understanding payment policies and collecting co-pays when applicable.
• Track, document, and follow up on no-shows, cancellations, and rescheduled appointments.
• Contact insurance companies to verify patient coverage when necessary.
• Maintain HIPAA compliance and protect patient confidentiality at all times.
• Participate in training sessions and staff meetings to remain current on policies and workflows.
• Assist with patient outreach and contact
• Provide cross coverage for other Care Alliance staff as needed.
• Other duties as assigned

Minimum Education and Experience :

Required :

High school diploma / GED required; associate degree preferred.

At least one year of customer service or call center experience, preferably in a healthcare setting.

EPIC experience, preferred

Excellent verbal and written communication skills

Intermediate level experience using Microsoft Office products.