The Call Center Representative is responsible for efficiently handling a high volume of inbound calls from new and existing patients in a full-time, remote capacity. This role serves as a key liaison between the organization and its patients, ensuring a positive first impression while delivering accurate information, compassionate service, and effective issue resolution. Patient satisfaction is central to all interactions and decision-making.
Key Responsibilities
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Answer high-volume inbound calls from new and existing patients in a professional, courteous, and timely manner
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Serve as the primary point of contact for new patient inquiries, appointment scheduling, and general information
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Accurately collect and document patient information using call-center software, scheduling, and billing platforms
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Address patient questions, concerns, and complaints with empathy, patience, and professionalism
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Take ownership of patient issues through to resolution or appropriate escalation
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Maintain compliance with company policies, HIPAA regulations, and confidentiality standards
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Collaborate effectively with clinical and administrative teams to ensure seamless patient experiences
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Maintain polished grammar, clear diction, and professional communication at all times
Required Skills and Qualifications
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Exceptional customer service and verbal communication skills
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Ability and willingness to demonstrate empathy and patience for a diverse patient population
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Polished grammar and clear diction are required
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Proficiency with computers and comfort navigating multiple software platforms
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Ability to remain focused, professional, and efficient in a fast-paced, high-call-volume environment
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Strong attention to detail and accurate data entry skills
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Flexible, adaptable, and team-oriented
Work Environment & Physical Requirements
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Full-time, remote position
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Requires being seated for the majority of the workday
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Ability to work independently in a distraction-free home environment
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Reliable high-speed internet connection required
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Professional demeanor and appearance are expected during virtual meetings and calls
Preferred Characteristics
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Patient-focused and service-driven
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Professional, articulate, and dependable
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Enjoys working in a structured, performance-driven environment
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Comfortable handling sensitive patient information with discretion and care
