Outpatient Call Center Representative

Outpatient Clinic Call Center Representative

Position Title:

Outpatient Clinic Call Center Representative

Department:

Patient Services / Call Center

Reports To:

Call Center Supervisor / Clinic Manager

FLSA Status:

Non-Exempt

Position Summary:

The Outpatient Clinic Call Center Representative serves as the first point of contact for patients calling the clinic. The representative is responsible for scheduling appointments, answering patient inquiries, directing calls, verifying insurance, and providing excellent customer service in a high-volume environment.

Essential Duties and Responsibilities:

• Answer inbound calls promptly, professionally, and courteously.

• Schedule, reschedule, or cancel appointments using the clinic's EMR system.

• Verify patient demographics and insurance information during scheduling.

• Provide information on clinic services, policies, and procedures.

• Direct calls to appropriate departments, clinical staff, or providers.

• Monitor and respond to voicemails and message queues within established timelines.

• Document all interactions in the patient's medical record accurately.

• Ensure HIPAA compliance and confidentiality in all patient communications.

• De-escalate difficult or emotional callers with professionalism and empathy.

• Collaborate with clinic staff to resolve patient scheduling or access issues.

Qualifications:

• High school diploma or equivalent required; Associate's degree preferred.

• Minimum 1 year experience in a healthcare setting or call center preferred.

• Knowledge of medical terminology and insurance verification is a plus.

• Familiarity with Electronic Medical Record (EMR) systems, e.g., Epic or eClinicalWorks.

• Excellent communication, interpersonal, and organizational skills.

• Strong attention to detail and the ability to multitask in a fast-paced environment.

Work Environment:

This position is primarily sedentary in an office or remote setting.
Requires prolonged use of telephone headset and computer systems.