Medical Call Representative

Job Title: Medical Call Representative

Location: Fortuna Family Medicine Inc

Compensation: $21/hour

Schedule: Monday – Friday, 8-hour shifts (full-time)

Position Summary

We are seeking a reliable and professional Medical Call Representative to join our team. This front-line role is essential to ensuring quality communication between patients and clinic staff. The ideal candidate will have excellent phone etiquette, a calm demeanor, and the ability to manage a high volume of calls efficiently.

Key Responsibilities

• Answer and manage high volume of incoming calls with professionalism and empathy
  
  


• Promptly return patient voicemails, documenting all interactions in the
  electronic health record (EHR) system
  
  


• Triage and escalate urgent messages appropriately to clinical staff
  
  


• Schedule, reschedule, confirm, and cancel patient appointments
  
  


• Provide accurate information regarding clinic services, provider availability, and policies
  
  


• Route messages to staff as needed
  
  


• Conduct follow-up calls to remind patients of needed appointments
  
  


• Verify and update patient demographics and contact information during calls
  
  


• Assist with prescription refill request documentation and routing
  
  


• Monitor and manage call logs and voicemail inbox throughout the day
  
  


• Support front office tasks during downtime, such as scanning, faxing, or filing
  
  


• Participate in regular team meetings and training to stay current with clinic protocols
  
  


• Adhere to
  HIPAA and patient confidentiality policies at all times
  

• Investigate the reason patient is calling in to assist or further route the call
  

Requirements

• High school diploma or equivalent
  
  


• Prior experience in a medical or customer service setting preferred
  
  


• Preferred experience in a high call volume setting and the ability to use multi line phone system
  
  


• Excellent verbal communication and listening skills
  
  


• Ability to multitask and remain calm under pressure
  
  


• Familiarity with EHR systems and basic computer proficiency
  
  


• Commitment to professional and courteous patient interactions