We are seeking an experienced and customer-focused Call Center Representative to join our healthcare team. The ideal candidate will have strong call center experience, exceptional communication skills, and hands-on experience using eClinicalWorks (eCW). This role is responsible for managing a high volume of inbound and outbound calls, scheduling appointments, assisting patients, documenting interactions accurately, and ensuring an outstanding patient experience.
We are specifically looking for an "All-Star" candidate who is proactive, detail-oriented, highly organized, and capable of working independently while maintaining excellent service standards.
Key Responsibilities
· Handle a high volume of inbound and outbound patient calls professionally and efficiently.
· Schedule, reschedule, and cancel appointments accurately within eClinicalWorks (eCW).
· Verify patient demographics, insurance information, and contact details.
· Document all patient interactions thoroughly and accurately in the EMR system.
· Identify urgent patient concerns and escalate appropriately according to established protocols.
· Provide exceptional customer service while maintaining empathy, professionalism, and patience.
· Follow up on patient inquiries, messages, and assigned tasks in a timely manner.
· Maintain accuracy when handling patient information and appointment scheduling.
· Adhere to HIPAA and company privacy policies at all times.
· Collaborate with providers, medical assistants, and administrative staff to ensure smooth patient care coordination.
· Meet established productivity and quality standards.
Qualifications
· Minimum 2 years of call center experience (healthcare call center experience strongly preferred).
· Hands-on experience with eClinicalWorks (eCW) is required.
· Excellent verbal and written English communication skills.
· Strong customer service and patient relations skills.
· Ability to multitask in a fast-paced environment.
· Strong attention to detail and organizational skills.
· Ability to work independently with minimal supervision.
· Proficient with Microsoft Office, Google Workspace, and EMR systems.