Medical Clinic Call Center & Triage Coordinator - (Bilingual)

We are seeking a dependable, organized, and articulate Medical Clinic Call Center & Triage Coordinator to serve as a primary virtual point of contact for our busy medical practice. In this role, you will manage a high volume of inbound and outbound patient communications, verify insurance eligibility, handle scheduling workflows, and process patient referrals.

The ideal candidate thrives in a fast-paced medical environment, communicates with empathy and professionalism, and can seamlessly prioritize calls, faxes, and electronic messages while maintaining strict patient confidentiality.

Working Environment & Core Schedule

• Status: Full-Time (40 Hours / Week)
• Schedule Options: Monday – Friday, 8:00 AM – 4:00 PM OR 9:00 AM – 5:00 PM (Local Practice Time)
• Role Type: Non-Clinical Patient Access & Triage Support (No independent medical advice is provided; all clinical assessments are escalated to licensed providers).

VA's Top 3 Daily Tasks

1. High-Volume Call Management & Outreach: Handle inbound/outbound calls for patient scheduling, appointment confirmations, rescheduling, and general practice inquiries.
2. Insurance Eligibility Verification: Perform real-time insurance coverage checks, verify benefits, and confirm coverage before appointments.
3. Referral Management & Triage: Process incoming patient referrals, conduct timely outreach to convert referrals into scheduled appointments, and route clinical messages appropriately.

Core Responsibilities

• Inbound & Outbound Phone Support: Answer incoming phone calls and conduct outbound outreach in a courteous, efficient manner. Gather relevant details, determine urgency, and direct inquiries to physicians, nurses, billing, or scheduling.
• Scheduling & Care Access: Book, reschedule, and confirm new and established patient appointments while delivering clear prep instructions and handling cancellations.
• Referral Coordination: Monitor, track, and process incoming patient referrals from specialists and healthcare systems to ensure rapid patient intake.
• Clinical Triage & Message Escalation: Recognize red-flag symptoms and urgent situations to escalate immediately to clinical staff. Document accurate, detailed patient notes in the Electronic Medical Record (EMR) system.
• Insurance & Data Verification: Verify active insurance benefits and update demographic, insurance, and guarantor details across all patient profiles.
• Fax & Digital Communication: Sort, process, and route digital faxes, emails, and patient portal messages regarding lab results, medical records, and pharmacy requests.

Required Qualifications

• Healthcare Administrative Experience: Minimum 1–2 years of experience working in a medical office, medical call center, patient access center, or healthcare clinic setting.
• High-Volume Call Operations: Proven background managing steady or heavy phone queues (inbound/outbound) while maintaining composure, empathy, and efficiency.
• Scheduling & Insurance Verification: Hands-on experience booking patient appointments and verifying medical insurance eligibility.
• Escalation Protocol Adherence: Strong ability to recognize red-flag symptoms/urgent situations and escalate them immediately to clinical staff.
• Communication & Demeanor: Outstanding written and spoken English skills; ability to remain calm, professional, and compassionate with distressed or anxious patients.
• Remote Setup: A private, HIPAA-compliant home workspace equipped with a reliable computer setup, high-speed internet, and a clear, noise-canceling headset.

Preferred Qualifications

• Specialty Background: Prior experience in a high-volume Primary Care, Urgent Care, or Multi-Provider Specialty Clinic.
• EHR & Digital Tool Experience: Proficiency with medical EMR/EHR software, digital faxing systems, and multi-line VOIP platforms.
• Referral Workflow Experience: Previous hands-on experience tracking, processing, and scheduling outbound and inbound patient referrals.

Ideal Candidate Profile

You are a composed, detail-oriented communicator who excels under pressure. You take pride in being the reassuring voice on the phone, managing referral pipelines, verifying coverage, and keeping patient care moving safely to the right department.