Customer Care Center Representative

Key Responsibilities

Communication & Information Management

• Manage high-volume multi-line phone system and patient portal inquiries with professionalism and efficiency
• Provide accurate information about services, hours, locations, procedures, and policies
• Route calls and messages appropriately across medical, behavioral health, dental, and other departments
• Execute specialized protocols for behavioral health appointments, urgent needs, and crisis calls
• Respond promptly to patient requests while maintaining a positive, compassionate tone
• Serve as a knowledgeable resource for patients, providers, and staff

Appointment Scheduling & Management

• Schedule, reschedule, and cancel appointments across multiple health departments using electronic health and practice management systems
• Verify patient demographic and insurance information to ensure data accuracy
• Provide appointment reminders and proactive follow-up communications
• Assist with rescheduling for missed or canceled visits
• Document appointment details accurately in the electronic health record
• Monitor and track no-shows and cancellations for reporting purposes

Data Accuracy & Administrative Support

• Confirm patient eligibility and insurance coverage as needed
• Maintain strict confidentiality and HIPAA compliance in all interactions
• Attend and actively participate in staff meetings, training sessions, and workflow improvement initiatives
• Execute special projects, reporting requests, and patient outreach campaigns as assigned by the Practice Manager
• Provide receptionist support including greeting patients and visitors as needed

Safety, Risk & Compliance

• Follow site safety procedures and report incidents, hazards, or emergencies immediately
• Participate in safety drills and maintain awareness of emergency response protocols
• Ensure compliance with HIPAA and HRSA operational standards

Skills, Knowledge and Expertise

• High school diploma or equivalent
• Minimum 1 year of healthcare reception and scheduling experience
• Proficiency with multi-line phone systems and computer applications
• Strong verbal and written communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Demonstrated commitment to confidentiality and professionalism

• Experience with electronic health records (EHR) or practice management systems
• Knowledge of medical terminology and insurance verification
• Familiarity with integrated care models (medical, behavioral health, dental)
• Bilingual (Spanish, Portuguese, or other languages spoken in the community)

Benefits

Benefits