Call Center/Front Desk Representative

Call Center Duties

• Answer incoming calls professionally and assist patients with questions and concerns.
• Schedule, reschedule, and cancel patient appointments.
• Respond to appointment inquiries and provide accurate information regarding clinic services.
• Route calls to the appropriate departments or healthcare personnel.
• Make appointment reminder calls and follow up with patients as needed.
• Document all calls and patient interactions accurately.
• Maintain a courteous and professional telephone presence.
• Handle a high volume of incoming calls while maintaining excellent customer service.

Front Desk & Patient Registration Duties

• Greet patients warmly and provide a welcoming check-in experience.
• Check patients in and out for appointments.
• Register new patients and update existing patient demographic information.
• Verify insurance coverage and collect required documentation.
• Review and update patient information, including contact details and insurance information.
• Collect copayments, outstanding balances, and other applicable patient fees.
• Schedule follow-up appointments and provide appointment instructions.
• Maintain accurate patient records in the electronic health record (EHR) system.
• Protect patient confidentiality and comply with HIPAA regulations.
• Assist patients with questions regarding clinic procedures and services.
• Coordinate with clinical and administrative staff to ensure efficient patient flow.

• High school diploma or GED required.
• Previous experience in a healthcare front office, medical reception, call center, or patient registration preferred.
• Experience with electronic health records (EHR) systems preferred.
• Knowledge of medical terminology and insurance verification is a plus.
• Strong customer service and communication skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Excellent telephone etiquette and interpersonal skills.
• Strong attention to detail and organizational skills.
• Ability to handle confidential patient information professionally.
• Bilingual in English and Spanish is required.