Call Center Representative
On-siteJacksonville, Florida, United States
Job Summary
Answer high volumes of inbound and outbound patient calls professionally while scheduling, rescheduling, and confirming appointments across multiple clinic locations. Collect and verify patient demographic, insurance, referral, and authorization information, then route clinical questions and urgent concerns to appropriate staff. Accurately document all interactions in the electronic health record and practice management systems while maintaining strict HIPAA compliance. Monitor voicemail queues for timely follow-up and coordinate with front desk, billing, and clinical teams to ensure continuity of care. Meet established productivity, quality, attendance, and customer service standards.
Required Qualifications
- High school diploma or equivalent
- Strong communication and interpersonal skills
- Proficiency with computers and telephone systems
- Ability to multitask and work effectively in a fast-paced environment
Desired Qualifications
- Minimum one (1) year of experience in a medical office, healthcare call center, or specialty medical practice
- Minimum one (1) year of customer service experience
- Previous experience in pain management, orthopedics, spine, neurology, or another specialty healthcare setting
- Experience with EHR systems, medical scheduling, insurance verification, referrals, and prior authorizations
- Knowledge of medical terminology and healthcare insurance processes
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