Senior Patient Call Representative, Anderson, IN
On-siteAnderson, Indiana, United States
Job Summary
Answer, evaluate, and route incoming calls based on patient needs, accurately interpreting caller requirements to triage effectively. Schedule appointments using designated event codes and auto search scheduling while maintaining work logs for rescheduling requests. Transfer calls to appropriate departments including clinical staff, billing, or surgical teams, and utilize FormDr and Phreesia dashboards to process requests and notify patients via text for urgent changes. Assist clinical teams with creating medical charts in the EMR system and monitor the physician on-call schedule. Sort and deliver incoming and outgoing mail daily, and answer emergency calls in accordance with established procedures while maintaining patient and provider confidentiality. Remain seated and actively available throughout scheduled shifts in a queue-based system.
Required Qualifications
- High school diploma or GED
- Minimum 6 months of call center or high-volume phone operations experience
- Minimum 6 months of call center or high-volume phone operations experience, preferably in a medical or clinic environment
- Knowledge of medical terminology
- Strong computer skills
- Comfort working with multiple systems and dashboards
- Ability to clearly convey information both verbally and in writing
- Courteous, empathetic, and professional demeanor when interacting with patients, families, and internal staff
- Ability to work well in a collaborative, tight-knit environment
- Ability to handle confidential information appropriately
- Ability to maintain a polished and courteous demeanor
- Ability to take responsibility for decisions and actions
- Consistent punctuality and availability for scheduled shifts
- Ability to learn new tools and platforms quickly
- Proficiency with Microsoft Office
- Proficiency with EMR systems
- Proficiency with web-based tools
- Correctable vision to 20/20
- Normal hearing range for telephone contacts
- Manual dexterity sufficient to operate standard office equipment regularly
- Ability to deal with angry or upset people
- Ability to remain seated and actively available throughout scheduled shifts
- Ability to log out when unavailable
- Ability to lift up to 25 pounds
- Ability to view and type on a computer for long periods
- Ability to occasionally bend, lift, and reach for files, paper, supplies, etc.
Desired Qualifications
- Knowledge of medical terminology
- Previous experience with EMR/EHR platforms
- Previous experience with online scheduling systems
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