Call Center Representative (Hybrid)

Overview

Call Center Representative (Hybrid) at Erie Family Health Centers. The role handles routine appointment scheduling for Erie's 13 sites and >

90k patients, verifies insurance, provides general information, and routes calls as needed. Focus is on efficient, courteous patient service and accurate scheduling to support high-quality care across our communities.

Responsibilities

• Handle an average of 70 calls per day (approximately 350 per week), depending on call volume.
• Answer incoming calls related to appointment scheduling, provider and clinic staff availability, Erie services, and general patient information (medical, dental, triage services). Bilingual candidates may be assigned to Spanish queues as needed based on call volume and direction.
• Attend required trainings including Electronic Health Records (EHR) training on the second day of employment.
• Meet the occupancy goal of 80%.
• Schedule appointments per site guidelines; update patient demographic and insurance information at scheduling.
• Verify IHC eligibility and enroll patients in the IHC program through the MEDI system where applicable.
• Identify and assist patients eligible for State Health programs (e.g., ALL KIDS, IHC).
• Page nurses and providers as needed; relay urgent messages via the intranet.
• Route and handle calls in accordance with departmental guidelines and manage voicemails and messages accurately.
• Send messages to designated departments as requested; correct scheduling errors promptly.
• Support new hires through call shadowing; provide excellent customer service and professional patient interaction.
• Perform other duties as assigned.

Qualifications

Education

Skills and Knowledge

Work Arrangement

HYBRID Work from Home Opportunity. Must be able to work flexible hours, including evenings and weekends. Local candidates preferred.

Company Note

The Erie Advantage Pledge : Working together for what matters most. Erie is committed to our mission, inclusive culture, and employee growth, with competitive benefits and opportunities for advancement.

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