What You’ll Do

Deliver Exceptional Patient Access

• Answer and manage a high volume of calls professionally and efficiently
• Follow call scripts and triage guidelines to assess patient needs
• Ask the right questions and use sound judgment to determine appointment type, provider, and urgency

Schedule and Coordinate Care

• Use centralized scheduling systems to book appointments
• Verify and update patient demographic information
• Transfer patients to registration when needed
• Obtain and document required referrals and payer details (including workers’ compensation and auto liability)

Prepare Patients for Visits

• Provide clear instructions for upcoming appointments
• Communicate required documents, prior records, and diagnostic preparation protocols

Optimize Scheduling Operations

• Coordinate multiple data points to ensure efficient scheduling
• Maximize use of staff, space, and equipment while balancing patient and provider needs
• Identify and escalate scheduling issues to management for resolution

Support Communication and Follow-Up

• Accurately record and route messages to providers and staff
• Triage urgent requests appropriately
• Respond to inquiries within scope of knowledge and authority
• Manage provider email requests promptly and professionally

What You Bring

Required Qualifications

• High School Diploma or GED (Associate’s degree preferred)
• 1–3 years of related experience
• Experience with computer systems and web-based applications
• Working knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint, or Access)

Preferred Qualifications

• Call center and/or telephone customer service experience
• Typing speed of 40+ WPM
• Knowledge of medical terminology
• Bilingual written and verbal communication skills

Key Skills & Competencies

Decision Making

• Makes informed decisions using guidelines and judgment

Problem Solving

• Analyzes varied situations and resolves moderately complex issues

Independence & Organization

• Prioritizes tasks and works independently within established procedures
• Seeks guidance when needed

Communication

• Clear, effective written and verbal communication in English

Knowledge & Application

• Applies standard practices, procedures, and policies across varied situations

Teamwork

• Collaborates effectively, contributes ideas, and supports team success

Customer Service Excellence

• Delivers a professional, respectful experience
• Demonstrates active listening and problem-solving
• Remains calm under pressure

Work Environment

Physical Requirements

• Sedentary role
• Occasional lifting or movement of up to 10 pounds
• Primarily seated, with occasional standing and walking