Call Representative & Scheduler

JOB SUMMARY:
The Call Representative & Scheduler is responsible for handling inbound and outbound calls in a professional, courteous, and timely manner while coordinating patient appointments, provider schedules, and administrative tasks. This role serves as the primary point of contact for scheduling-related inquiries and general patient assistance. The individual will work closely with patients and office staff to ensure a high standard of customer

ESSENTIAL DUTIES/ RESPONSIBILITIES:

Call Handling & Patient Communication:

• Answer incoming calls professionally using the assigned telephone script, ensuring timely and courteous communication.
• Monitor call hold times and queue length to meet performance goals.
• Assist patients with general inquiries, ensuring concerns are addressed without unnecessary call transfers.
• Follow up on patient calls as needed before the end of the day.
• Provide accurate information regarding practice policies, accepted insurance plans, and referral requirements.
• Ensure all interactions comply with HIPAA and company policies while maintaining professionalism and courtesy.

Scheduling & Appointment Coordination:

• Schedule patient appointments, procedures, and follow-ups based on provider availability and office guidelines.
• Manage appointment confirmations, cancellations, and rescheduling to minimize no-shows and optimize efficiency.
• Maintain and update provider schedules to coordinate clinic operations effectively.
• Address scheduling conflicts and troubleshoot issues to avoid disruptions in patient care.
• Document scheduling activities accurately in the electronic medical record (EMR) system.

Administrative Support:

• Monitor and process incoming appointment and medical record requests via email and fax.
• Distribute incoming faxes accordingly and maintain organization of documentation.
• Work closely with medical assistants and front office staff to ensure seamless scheduling and coordination of care.
• Perform other duties as assigned to support the practice’s operational needs.

ABILITIES/SKILLS:

• Basic computer skills, including proficiency in electronic medical record (EMR) systems.
• Ability to use personal computers and relevant programs/applications required for job duties.
• Excellent telephone etiquette and patient interaction skills.
• Ability to provide outstanding customer service in a professional and courteous manner.
• Ability to work independently with minimal supervision.
• Dependable, professional, and able to follow policies and procedures.
• Maintains patient confidentiality and complies with HIPAA regulations.

QUALIFICATIONS/EDUCATION:

• College degree preferred.
• Bilingual (English/Spanish) required; must be able to read, write, and speak English to communicate effectively with patients and staff.
• 1-2 years of experience in a medical setting preferred.
• Strong verbal and written communication skills with proper grammar.
• Data entry proficiency.
• Attention to detail.
• Strong organizational skills and ability to multi-task effectively in a fast-paced environment.

Note:  This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s).  Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.   

No Third Party Agencies or Submissions Will Be Accepted.   

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP   

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.