Call Center Representative

Job Summary:

The Call Center Representative is responsible for professionally handling inbound and outbound calls in a pain management practice. This role schedules patient appointments, verifies patient and insurance information, documents interactions in the EHR system, and supports clinic operations while delivering excellent customer service and maintaining HIPAA compliance.

• Answer a high volume of inbound and outbound patient calls.
• Schedule, reschedule, and confirm appointments across multiple providers and locations.
• Collect and verify patient demographics, insurance, and referral information.
• Provide non-clinical information regarding services, appointment preparation, and office policies..
• Route clinical questions and urgent concerns to appropriate clinical staff.
• Verify insurance eligibility and authorizations, as applicable.
• Accurately document patient interactions in the EHR/practice management system.
• Coordinate with front desk, billing, and clinical teams to ensure continuity of care.
• Maintain patient confidentiality and comply with HIPAA and company policies.
• Meet productivity, quality, and attendance standards.

• High school diploma or equivalent preferred.
• Minimum one (1) year experience in a medical office or healthcare call center preferred.
• Experience with EHR systems and medical scheduling preferred.

• Strong verbal communication and customer service skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Basic knowledge of medical terminology and insurance processes preferred.
• Proficiency with computers, scheduling systems, and telephone systems.

• Ability to sit for extended periods.
• Ability to use computer and telephone for prolonged durations.