Medical Call Center Representative

Westborough, MA 01581

Posted: 02/07/2019 Industry: Healthcare Clerical Pay Rate: 16.00/HR

Medical Call Center Representative

Job Duties and Responsibilities:

  1. Schedule appointments for patients.
  2. Answer telephone promptly and in a polite and professional manner.
  3. Obtain and enter accurate demographic information into ECW (address, telephone number, name of insurance or self-pay status).
  4. Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
  5. Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
  6. Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
  7. Remind caller of cancellation/no-show policy.
  8. Answer questions and offer other information, as requested, to provide patient-focused
  9. Act as a liaison for the patients and the Health Center:
    1. Direct calls to other departments as needed.
    2. Use sound judgment in handling calls, especially with upset patients.
    3. Understanding of when to escalate calls to physicians/practice manager/triage nurse.
  10. Service patients
    1. Service patients
    2. Make reminder calls as requested.
    3. Make calls to reschedule appointments when necessary.
  11. Other reasonably related duties as assigned by supervisor or manager.



  • Ability to handle confidential and sensitive information.
  • Ability to communicate effectively on the telephone.
  • Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
  • Ability to handle a "call center" environment: work quickly and multi-task.
  • Ability to exercise good judgment to handle calls appropriately.
  • Ability to demonstrate good customer service.
  • High School or GED required. One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology.
  • Bilingual in Spanish preferred

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