Call Center Assistant - Ivy II Internal Medicine

We are currently seeking a motivated and customer-focused Outpatient Call Center Assistant to support our Ivy II Internal Medicine office. This individual will play a critical role in ensuring an exceptional patient experience by handling incoming and outgoing calls, providing efficient call routing, and supporting administrative tasks that maintain a functional office environment. This position offers the opportunity to work in a fast-paced healthcare setting while serving as the first point of contact for our patients and providers.

Schedule:

• Monday - Friday, Day Shift
• Full-Time, 40 hours per week
• 6 Paid Holidays

Key Responsibilities:

Client Service & Call Management

• Answer, manage, and direct high volumes of incoming calls for Primary Care clinics.

• Demonstrate a strong understanding of medical terminology and appropriate scheduling practices.

• Use discretion and clinical protocols to escalate calls appropriately without direct supervision.

• Document all interactions accurately in the electronic medical record (EMR) system.

• Recognize emergency situations and respond appropriately (e.g., initiate 911 contact).

• Manage multiple phone lines, queues, and provider-to-provider connections effectively.

• Respond to patient inquiries, coordinate with providers, and serve as the primary contact for urgent and non-urgent calls.

• Maintain and monitor fax inbox, scan and distribute incoming documentation, and sort mail.

• Schedule patient appointments across multiple locations and specialties according to established protocols.

Administrative & Technical Support

• Maintain proficiency in computer applications such as Microsoft Office Suite, eClinicalWorks (ECW), Sorian, and other clinical systems.

• Support positive communication between the call center, physician offices, and other departments.

• Notify patients regarding appointment changes and other relevant information.

• Update patient demographics accurately and timely.

• Assist in the complaint process and track call volumes using established databases.

• Perform clerical duties during periods of low call activity, including managing office supplies and assisting with facilities upkeep.

• Provide age-appropriate communication for all patient populations.

• Participate in Performance Improvement initiatives and required annual training.

• Uphold the values of customer service by creating a pleasant and supportive experience for all callers and visitors.

Qualifications:

Education:

• High school diploma or equivalent required.

• Coursework in business or clerical studies preferred.

• Associate degree or equivalent experience (2-3 years of administrative support) strongly preferred.

Experience:

• Minimum of 3 years of clerical experience in a hospital, medical office, or healthcare setting.

• Proven customer service skills with the ability to manage a high volume of calls while maintaining a calm and positive demeanor.

• Proficient in Microsoft Office Suite and EMR systems.

• Strong verbal and written communication skills.

• Ability to multitask, prioritize responsibilities, and work independently.

Physical Demands:

• Typical office duties.

• Regularly required to lift up to 10 lbs.; occasionally up to 20 lbs.