Call Center Representative

JOB DESCRIPTION

DEPARTMENT: HEALTH OPERATIONS

JOB TITLE: CALL CENTER REPRESENTATIVE

I. BASIC FUNCTION:

Acts as a member of the Operations Team in the role of Call Center Representative. 

II. INTERDEPARTMENTAL RELATIONSHIPS:

Department Officer: Chief Operations Officer

Reports to: Call Center Manager

III. PRIMARY RESPONSIBILITIES:

1. Receive and answer all incoming telephone calls promptly and professionally.

2. Schedule patient appointments utilizing electronic health record (EHR) systems and create detailed tasks/messages for appropriate medical staff.

3. Reschedule patient appointments and cancel provider schedules as needed. 

4. Orient new staff to the telephone system. 

5. Monitor cancellations and reschedule appointments as necessary. 

6. Manage care gap lists and outbound calls, schedule appointments for specific patient populations at the direction of clinical staff. 

7. Provide accurate information about medical procedures, clinic hours, and provider availability. 

8. Handle urgent calls and escalate issues to appropriate medical staff when necessary.  

9. Maintain patient confidentiality and comply with HIPAA regulations.

10. Performs other duties as assigned.

IV. QUALIFICATIONS:

1. High School Diploma or G.E.D. equivalent required.

2. One (1) year medical office work experience or equivalent required.

3. Ability to type 40 WPM preferred.

4. Knowledge of medical terminology preferred.

CALL CENTER REPRESENTATIVE

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5. Must possess excellent computer, communication and customer service skills.

6. Must possess excellent organizational skills and attention to detail. 

7. Bi-lingual speaking skills a plus.

V. CONFIDENTIALITY:

Respect for and maintenance of client and staff confidentiality is required.

The above responsibilities/duties describe the chief function (requirements) of the job (holder) and are not to be considered a detailed description of every responsibility/duty (requirement) of the job (holder).

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Chief Executive Officer Date

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Job Holder Date

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Supervisor Date

Established 10/2025