Call Center Rep

A neurology Call Center Representative is a healthcare-focused customer service role that supports patients, providers, and administrative teams within a neurology practice. Your role is critical in ensuring smooth patient flow, accurate scheduling, and timely communication between patients and providers. This role manages high-volume calls, gathers accurate patient information, and ensures efficient appointment scheduling while delivering excellent patient experience across phone, email, and in-person interactions.

Key Responsibilities:

Patient Communication & Customer Service Greet and assist patients and visitors professionally via phone, email, and in person Handle high-volume inbound calls, schedule appointments, and respond to general inquiries Provide patients with clear information regarding practice policies, appointment requirements, and next steps Handle patient complaints professionally, ensuring confidentiality and compliance with HIPAA regulations Support patients in distress and respond appropriately to urgent situations Conduct follow-up calls for missed appointments, support patients in distress and respond appropriately to urgent situations Scheduling & Registration Schedule appointments using established provider templates to ensure efficient patient flow Create, update, and verify patient records within scheduling and electronic medical record (EMR) systems Gather and enter detailed patient information accurately across multiple systems Communicate appointment add-ons, delays, cancellations, and no-shows to leadership Maintain efficient registration flow and readiness for clinical staff Administrative & Systems Support Utilize practice management and EHR systems to manage patient information securely Safeguard patient information and always maintain confidentiality Manage phone and fax communications and relay messages appropriately Maintain electronic and manual filing systems Prepare monthly marketing flyers, stamp and mail trifold materials Generate reports in support of departmental goals and operational needs Maintain supply inventories and communicate needs to the team lead Qualifications Minimum of 1 year of experience in a medical receptionist, call center, or customer service role Prior medical call center experience preferred Experience with electronic scheduling systems and EMR preferred Proficiency with multi-line phone systems and computer-based applications Strong organizational skills with exceptional attention to detail Excellent interpersonal and communication skills Ability to work independently while following established workflows Ability to handle confidential information with discretion and professionalism Perform additional administrative duties as assigned Benefits Medical, Dental, and Vision insurance Paid Time Off 401(k) Retirement Plan Great Work Environment