Clinical Call Center Administrative Medical Assistant

Position Summary:

The Clinical Call Center Representative serves as a dedicated administrative support role for the medical department, responsible for handling all incoming clinical calls, managing all medication prior authorizations, and processing all durable medical equipment (DME) orders. This position ensures timely communication, accurate documentation, and support to both patients and clinical staff. It is a non-clinical, office-based role critical to maintaining efficient clinic operations and excellent patient service.

Key Responsibilities:

• Answer and route all incoming clinical phone calls in a timely, courteous, and professional manner


• Enter and direct all call-related messages appropriately within the electronic health record (EHR), ensuring proper follow-up


• Process 100% of medication prior authorization requests, including submission to insurance, provider follow-up, and patient communication


• Handle all DME (durable medical equipment) orders from start to finish, including documentation, vendor coordination, and patient updates


• Maintain accurate and organized records of all medication and DME requests in the EHR


• Communicate with patients regarding the status of prior authorizations, DME, and other clinical matters within scope


• Coordinate closely with providers, leads, and medical assistants to ensure seamless clinical communication


• Uphold all HIPAA regulations and ensure patient confidentiality at all times


• Provide additional clinical administrative support as directed by department leadership
  
  

Qualifications:

• High school diploma or equivalent required; healthcare coursework or certification preferred


• Minimum 1 year of experience in a medical office or healthcare call center strongly preferred


• Proficient in electronic health record systems (Athena or Epic experience highly desirable)


• Knowledge of medication workflows, prior authorization processes, and DME ordering


• Strong verbal and written communication skills


• Exceptional attention to detail and organizational skills


• Ability to multitask and manage a high call and task volume effectively


• Professional, reliable, and team-oriented attitude
  
  

Work Schedule:

• Monday through Friday


• Full-time 
  
  

Work Environment:

Office-based position with frequent use of telephones and computers. No direct patient care or clinical triage involved.