Call Center Representative

The Woman's Health Pavilion - Scheduling Coordinator The Woman's Health Pavilion is a growing OB/GYN practice. We are currently hiring for our scheduling department. Essential Functions Schedule appointments for patients efficiently and accurately while managing multiple requests simultaneously. Answer telephone promptly in a polite and professional manner, handling high call volumes. Obtain and enter accurate demographic information into patient accounts in real time. Schedule appointments correctly (appointment type, date, time, location, and provider), while verifying details with callers. Manage multiple tasks concurrently, including handling calls, updating schedules, and responding to system alerts without compromising accuracy. Inform callers of items to bring to appointments and provide clear pre-visit instructions. Remind callers of cancellation/no-show policies. Use sound judgment in handling calls, especially with upset or urgent patient concerns. Identify priority situations and escalate calls appropriately to physicians, nurses, or practice management. Communicate clearly between patients and providers, relaying important instructions accurately. Navigate scheduling software, EMR systems, and phone systems simultaneously while maintaining attention to detail. Maintain and update scheduling logs, reports, and patient data using spreadsheets (e.g., Excel or Google Sheets). Promote a positive team environment and maintain strong interpersonal relationships. Demonstrate flexibility by adjusting to fluctuating call volumes, staffing needs, and unexpected changes. Maintain strict adherence to HIPAA policies and patient confidentiality. Additional Responsibilities Manage appointment waitlists and rescheduling workflows. Respond to patient inquiries via multiple channels (phone, email, patient portals). Track and prioritize urgent vs. routine scheduling requests. Assist with insurance verification or appointment pre-authorization (if applicable). Document all patient interactions accurately in the system. Monitor and meet call center performance metrics (call time, hold time, accuracy). Generate, update, and review basic reports using spreadsheets to support scheduling and operational needs. Qualifications Professional demeanor Strong customer service skills Ability to handle confidential and sensitive information Excellent telephone communication skills Proven ability to multitask in a fast-paced, high-volume call center environment Strong organizational and time-management skills Ability to prioritize tasks and switch between responsibilities seamlessly Ability to exercise good judgment and handle calls appropriately Proficiency in spreadsheets (Microsoft Excel, Google Sheets) for data entry, tracking, and basic reporting Willingness to work evenings and/or weekends High School Diploma or GED required Associate's Degree or related healthcare certification preferred One year of customer service and/or healthcare experience; working knowledge of medical terminology Bilingual preferred but not required

Job Type:

Full-time Pay:

$20.00 - $22.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person