Patient Care Coordinator/ Call Center Representative

Job Summary:

We are seeking a friendly, highly organized, and detail oriented Patient Care Coordinator to join our Call Center team. This role focuses on supporting patients and the clinician over the phone by handling scheduling, insurance verification, and general inquiries. The ideal candidate is dependable, a clear communicator with excellent customer service skills, and a problem-solver, who thrives in a fast-paced, team-oriented environment.

Responsibilities:

• Handle high volume of inbound calls from patients regarding appointments, services, and general information in a courteous manner

• Schedule, modify, and cancel appointments across multiple departments or providers

• Make outbound calls to patients, pharmacies, or insurance companies for follow-ups, reminders, and scheduling gaps

• Support clinicians by responding to telephone encounters

• Receive and respond to patient inquiries. Resolve non-clinical inquiries and complaints

• Educate patients about office policies, procedures, referrals, and prep instructions

• Verify insurance eligibility and pre-authorizations when required

• Document all interactions accurately in the electronic health record (EHR) system

• De-escalate concerns quickly and effectively to ensure a positive experience for every caller

• Ensure that providers are scheduled for best use of time (Optimized)

• Liaison between call center agents and medical assistants

• Work efficiently across multiple systems and screens

• Collaborate with clinical and administrative staff to ensure timely patient care

• Meet performance goals for call handling, accuracy, patient satisfaction and resolution

• Meet KPI metrics for Quality assurance (QA) Score, Average handle time, % First call resolution, % of calls handled etc.

Essential Functions:

Medical office reception experience, including:

·         Use of an Electronic Health Record (EHR) in your daily work

·         Answering phones and multitasking in a fast-paced clinical practice

·         Scheduling patient appointments

·         Understanding of patient privacy rules and experience in a HIPAA-compliant practice

·         Strong written and verbal communication skills

·         Excellent customer Service

·         Understanding of general medical practice workflows

·         Ability to multitask accurately

·         Enjoy working in team-based environment

Requirements:

• High school diploma or GED required; associate degree or healthcare coursework a plus

  • Previous experience in a Call center or Healthcare support role is preferred

  • Excellent oral/verbal communication, active listening and customer service skills required. PC skills including Microsoft Office required.

  • Ability to stay calm under pressure and multitask efficiently in fast paced environment

  • Experience with EMR systems is a plus (e.g., ECW, Epic, Cerner, Athena)

  • Bilingual (English/Spanish) is a plus but not required