Medical Call Center Representative

About the role

The Medical Call Center Representative serves as the first point of contact for patients, caregivers, and healthcare partners. Working in a hybrid‑remote setting, you will handle high‑volume inbound and outbound calls, schedule appointments, and ensure accurate documentation within an EMR system while maintaining strict HIPAA compliance.

Key responsibilities

• Answer and manage inbound patient calls, providing courteous and timely assistance.
• Schedule, reschedule, and cancel appointments using the EMR system, verifying patient demographics and insurance details.
• Identify urgent or emergency situations and promptly route them to clinical staff according to protocol.
• Document all interactions, messages, and administrative actions in real time with zero errors.
• De‑escalate upset callers with empathy and guide them to appropriate resources.

Required profile

• Excellent phone etiquette and active listening skills.
• High emotional intelligence and ability to remain calm under pressure.
• Strong commitment to patient privacy and HIPAA regulations.
• Detail‑oriented with a focus on accuracy and compliance.
• Ability to work flexible 8‑hour shifts between 7 AM–6 PM EST, including occasional weekends.

Required skills

• Proficiency in navigating an Electronic Medical Record (EMR) system.
• Knowledge of HIPAA privacy and security standards.