The Call Center Representative is responsible for answering and scheduling appointment phone calls. Representatives are responsible for triaging and transferring calls to different departments, collecting and maintaining patient information within the EHR (Electronic Health Records), and scheduling appointments with doctors within specific parameters.

Role and responsibilities include, but not limited to:

• Provides support to patients, including answering Contact Center and Mobile Check lines, answers questions regarding patient appointments, testing and scheduled procedures via phone. 
• Schedules and cancels patient appointments while maintaining patient records confidentially. 
• Contributes to the success of the physicians’ office practice by following all written protocols and procedures of the practice. 
• Demonstrates courtesy and helpfulness toward patients and their families while working closely with other departments (registration, surgery scheduling, clinic, Orthos, etc.) to ensure smooth patient flow and decrease patient waiting time. 
• Receive calls from patients or designated caregivers requesting service; determine nature and location of concern, determine priority of concern in accordance with established procedures. 
• Updates established patient demographics, and enters and verifies insurances. Refers acute patients to appropriate medical staff, enter prescription requests and accurate messages pertaining to patient care. 
• Refers patient to the portal for on-line registration to enhance patient experience. 
• Obtaining necessary medical documentation for provider when applicable. 
• Communicate clearly and concisely, both orally and in writing with other staff 
• Document patient charts and keep note of necessary information gathered