We are looking for a dependable Call Center Representative to be the welcoming voice patients hear when they reach out for care. In this role, you'll manage scheduling, pre-registration, insurance verification, and patient communication by phone, helping every caller get accurate information and a smooth experience from the very first contact. Job Summary The Call Center Representative manages incoming calls, scheduling, and patient communication for our Centralized Scheduling team. This role performs scheduling, pre-registration, cancellations, and insurance and benefits verification, documents each interaction accurately in ECW, and routes messages to the appropriate team member or workflow. Call Center staff work as one team, sharing coverage and following standardized communication and scheduling standards across all providers and facilities. Duties Answers incoming calls promptly and professionally, maintaining telephone availability during assigned coverage. Performs scheduling, pre-registration, cancellations, and insurance/benefits verification for all assigned providers and facilities. Verifies patient identity and demographic information before accessing, discussing, or documenting patient-specific information. Identifies the reason for each call and resolves requests within scope whenever possible, avoiding unnecessary transfers or messages. Collects patient payments and educates patients on copays and outstanding balances, routing complex account questions to financial counselors. Documents every patient interaction clearly and accurately in ECW, routing messages and telephone encounters to the correct person or workflow. Recognizes urgent, clinical, or time-sensitive concerns and follows established escalation procedures. Routes prescription/refill requests, referrals, authorizations, and administrative paperwork through approved workflows. Reviews and responds to voicemail, after-hours messages, and digital faxes within expected turnaround times. Assists patients with patient-portal enrollment and answers related questions. Maintains assigned work queues and messages throughout the day, addressing time-sensitive items promptly. Protects patient confidentiality and PHI throughout all Call Center workflows. Additional Responsibilities Completes opening tasks (system/phone login, message review) and closing tasks (work queue review, securing PHI) each shift. Builds strong working relationships with physician offices and other departments to ensure coordinated, effective communication. Provides cross-coverage and support to other Call Center team members, including assisting with training as assigned. Meets established productivity, quality, and service goals for call answering, documentation, and scheduling accuracy. Communicates workflow obstacles, concerns, or system issues to leadership and participates in team meetings. Supports Call Center operations consistently across Neurology, Pain Management, and all providers and facilities. Qualifications High School Diploma or GED required. Two or more years of healthcare customer service, scheduling, or insurance/billing experience preferred. Experience using electronic health records and Microsoft Office programs, with working knowledge of medical terminology. Excellent written, verbal, and interpersonal communication skills, with strong phone etiquette and typing skills. Ability to make sound, independent judgment when gathering and documenting patient information. Self-motivated, punctual, detail-oriented, and comfortable in a fast-paced, metrics-driven environment. We're a collaborative, patient-first team that values dependability, flexibility, and genuine care for the people we serve. We invest in our staff through hands-on training, clear workflows, and a supportive care-team environment where your contributions are noticed.

Pay:

$17.50 - $27.15 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Work Location:

In person