CALL CENTER REPRESENTATIVE

JOB DESCRIPTION

DEPARTMENT: HEALTH OPERATIONS

JOB TITLE: CALL CENTER REPRESENTATIVE

I. BASIC FUNCTION:

Acts as a member of the Operations Team in the role of Call Center Representative.

II. INTERDEPARTMENTAL RELATIONSHIPS:

Department Officer: Chief Operations Officer

Reports to: Call Center Manager

III. PRIMARY RESPONSIBILITIES

• Receive and answer all incoming telephone calls promptly and professionally.
• Schedule patient appointments utilizing electronic health record (EHR) systems and create detailed tasks/messages for appropriate medical staff.
• Reschedule patient appointments and cancel provider schedules as needed.
• Orient new staff to the telephone system.
• Monitor cancellations and reschedule appointments as necessary.
• Manage care gap lists and outbound calls, schedule appointments for specific patient populations at the direction of clinical staff.
• Provide accurate information about medical procedures, clinic hours, and provider availability.
• Handle urgent calls and escalate issues to appropriate medical staff when necessary.
• Maintain patient confidentiality and comply with HIPAA regulations.
• Performs other duties as assigned.

IV. QUALIFICATIONS

• High School Diploma or G.E.D. equivalent required.
• One (1) year medical office work experience or equivalent required.
• Ability to type 40 WPM preferred.
• Knowledge of medical terminology preferred.

CALL CENTER REPRESENTATIVE

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• Must possess excellent computer, communication and customer service skills.
• Must possess excellent organizational skills and attention to detail.
• Bi-lingual speaking skills a plus.

V. CONFIDENTIALITY:

Respect for and maintenance of client and staff confidentiality is required.

The above responsibilities/duties describe the chief function (requirements) of the job (holder) and are not to be considered a detailed description of every responsibility/duty (requirement) of the job (holder).

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Chief Executive Officer Date

Job Holder Date

Supervisor Date

Established 10/2025