Medical Call Center Coordinator - Remote

Company Overview

Join our dynamic team at Cardiology and Vascular Associates (CAVA)—one of Michigan’s leading cardiology practices. Founded in 2000, CAVA proudly delivers top-tier cardiovascular care across 3 office locations and multiple area hospitals through a dedicated team of 10 board-certified cardiologists and a team of highly skilled mid-level providers.

Position Summary

The Cardiology Call Center Coordinator serves as the first point of contact for patients, providers, and referring offices by providing exceptional customer service and efficiently managing incoming and outgoing telephone communications. This position is responsible for scheduling appointments, coordinating patient access, processing referrals, documenting patient communications in the electronic health record (EHR), and routing clinical messages to the appropriate healthcare team. The Coordinator plays a vital role in ensuring timely patient access and supporting continuity of care in a fast-paced cardiology practice.

Patient Communication

• Answer a high volume of incoming telephone calls promptly and professionally.
• Provide courteous, compassionate, and patient-centered customer service.
• Triage calls appropriately and route clinical concerns to nurses or providers according to established protocols.
• Document all patient interactions accurately in the electronic health record (EHR).
• Return patient calls and follow up on messages within established service standards.
• Assist patients with general questions regarding appointments, testing, referrals, and office procedures.

Appointment Scheduling

• Schedule, reschedule, and cancel new and established patient appointments.
• Coordinate appointments for cardiology providers, diagnostic testing, and ancillary services.
• Verify appointment availability and provider schedules.
• Ensure appropriate appointment types and visit lengths are scheduled.
• Confirm patient demographic and insurance information during scheduling.
• Provide patients with appointment preparation instructions.

Patient Registration

• Update patient demographics, insurance information, and contact information.
• Verify insurance eligibility as assigned.
• Maintain accurate patient records within the EHR.
• Obtain required authorizations and referrals when applicable or route requests to the appropriate department.

Care Coordination

• Coordinate communication between patients, providers, nurses, diagnostic departments, pharmacies, and referring physicians.
• Forward prescription refill requests and clinical messages according to established workflow.
• Assist with referral coordination and follow-up appointments.
• Escalate urgent patient concerns immediately to licensed clinical staff.

Administrative Responsibilities

• Maintain accurate documentation of all telephone encounters.
• Monitor work queues and ensure timely completion of assigned tasks.
• Process voicemail messages and electronic patient portal communications.
• Assist with recall lists and patient outreach initiatives.
• Participate in quality improvement activities and workflow enhancements.
• Maintain productivity and quality standards established by the organization.

Compliance

• Maintain patient confidentiality in accordance with HIPAA regulations.
• Follow organizational policies, procedures, and customer service standards.
• Comply with payer and accreditation requirements.
• Participate in required education and annual compliance training.

Qualifications

Education

• High school diploma or GED required.
• Associate degree in Healthcare Administration, Medical Assisting, Business Administration, or a related field preferred.

Experience

• Minimum of two (2) years of experience in a medical office, physician practice, healthcare call center, or patient access environment required.
• Cardiology or specialty practice experience preferred.
• Experience using electronic health records (Epic, NextGen, Cerner, or similar systems) required.
• Knowledge of medical terminology required. Knowledge of Cardiology medical terminology ideal.
• Minimum of typing 40 words per minute required.
• Intermediate knowledge of Microsoft Suite required.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong customer service and patient relations skills.
• Ability to manage multiple telephone lines and high call volumes.
• Strong organizational and time-management skills.
• Ability to prioritize competing responsibilities.
• Attention to detail and accuracy.
• Knowledge of medical scheduling procedures.
• Basic understanding of insurance verification, referrals, and prior authorizations.
• Proficiency with Microsoft Office and electronic health record systems.
• Ability to work independently and collaboratively in a team environment.
• Ability to remain calm and professional during stressful situations.
• Strong problem-solving and critical-thinking skills.

Physical Requirements

• Prolonged periods of sitting and computer use.
• Frequent telephone communication.
• Ability to view computer monitors for extended periods.
• Occasional lifting of office supplies weighing up to 20 pounds.

Working Conditions

• Fast-paced outpatient cardiology clinic.
• High-volume telephone and electronic communication environment.
• Frequent interaction with patients, physicians, nurses, diagnostic departments, pharmacies, insurance companies, and referring providers.
• May require occasional overtime or schedule adjustments based on operational needs.

Reports To: Call Center Manager and Clinical Director

Pay: From $18.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Application Question(s):

• Do you have medical call center experience?
• Do you have a minimum of 40 words per minute typing speed?
• Do you have Intermediate level knowledge of Microsoft Office Suite?

Work Location: Hybrid remote in Bloomfield Hills, MI 48304

Salary : $19