Outpatient Call Center Assistant – Watkins Glen Position Available In Schuyler, New York

Job Description We are currently seeking a motivated and customer-focused Outpatient Call Center Assistant to support our Watkins Glen Primary Care 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. Requirements