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.
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