Family Member Call Center Agent

Why Join Care Medical Practice?

Care Medical Practice is a provider-led, community-based health and care partner dedicated to improving the health and well-being of those who need care the most, with a deep commitment to high-needs, urban and rural communities. Our local physicians, nurses, and caregivers work together to serve people and the communities they live in, beyond just treating symptoms. We remove barriers by delivering personalized care as close to home as possible, often in-home, because we know a deep understanding of our patient’s race, culture, and environment is critical to delivering improved health outcomes.

By empowering patients, providers, and caregivers with the support they need, we strive to make health and care a reality—not a burden—every single day. Join us in creating a better way to care.

The Family Member Call Center Agent, is a frontline brand ambassador for Care Medical Practice and our sister PC Grace s position is pivotal in delivering an exceptional experience to our Family Members (patients) by handling high-volume inbound and outbound communications to schedule and reschedule appointments, conduct appointment reminder outreach, and support Care Medical/Grace at Home wellness campaigns. The role also includes routing clinical triage information to providers, and assisting with medication refills, medical records, medical documentation, and medical service coordination with the nursing team.

Agents support a comprehensive primary care model—including pediatric care, women’s health, family planning, adult medicine, and geriatrics—using sound judgment, clear communication, and strict adherence to privacy and quality standards.

Key Responsibilities

Patient Access, Scheduling, and Outreach:

• Answer 40–80 inbound calls daily with professionalism and empathy; complete timely outbound follow-up calls and texts.
• Schedule, reschedule, and cancel appointments accurately across multiple providers and departments in accordance with clinical protocols and urgency (e.g., well-child checks and pediatric vaccines, women’s health screenings, chronic care follow-ups, acute visits).
• Place proactive appointment reminder calls/texts and perform rescheduling outreach to reduce no-shows and close care gaps.
• Support Care Medical/Grace at Home wellness campaigns through targeted outreach, education, and scheduling for preventive and in-home wellness services.
• Provide clear instructions on visit preparation, required documentation, insurance/referrals, and practice policies (no-shows, late arrivals).

Clinical Request Intake and Triage Routing:

• Apply basic triage guidelines to assess urgency and perform warm transfers/escalations to clinical teams as indicated.
• Intake and route clinical requests efficiently, including:
  • Medication refill requests (collect pharmacy details, last visit date, medication name/dose; route per protocol).
  • Medical records requests (verify identity/authorization, log requests, route to records team).
  • Medical documentation and forms (e.g., school/work forms, FMLA; ensure completeness, route, track).
  • Vaccine records (locate/verify in EMR/registry and route or coordinate release as appropriate).
  • Collaborate with clinical and administrative teams to support care coordination and timely communication back to Family Members.

Data Integrity, Compliance, and Quality:

• Collect, verify, and update demographics, contact preferences, insurance, PCP attribution, and referrals/authorizations.
• Document thoroughly and accurately in EMR/scheduling systems (e.g., MEDENT) in compliance with HIPAA and organizational policies.
• Meet or exceed performance and quality metrics (e.g., first-contact resolution, schedule accuracy, average handle time, patient satisfaction).
• Participate in ongoing training, feedback, and quality improvement efforts.

Required Qualifications

• Education:
  • High school diploma or equivalent required.
  • Coursework/certification in medical office administration, healthcare communications, or patient access preferred.
  • Medical terminology.
• Experience:
  • 1–2 years in a high-volume medical call center, centralized scheduling, or patient access role preferred.
  • Experience supporting…