What are the responsibilities and job description for the Call Center Representative position at Center for Reproductive Medicine, LLC?
The Center for Reproductive Medicine (CRM) has been a leader in treating fertility patients in Central Florida since 1985. Combining decades of experience with state-of-the-art technology, CRM has achieved some of the highest pregnancy rates in the southeast. CRM is also known for providing compassionate patient care and individualized treatment plans. The work we do, changing peoples' lives and building families, offers stimulation, challenge, and personal reward.
We have an immediate opening for a qualified Call Center Representative to fill a full-time position at our Winter Park location. This job may be performed remotely upon successful completion of training. This is an exciting and challenging position with a practice that continues to grow.
HOURS: Monday - Friday 8:00am – 4:30pm.
Job Responsibilities:
Patient Communication & Appointment Scheduling
Assess patient needs through phone, email, or online inquiries to determine appropriate appointment types (e.g., initial consults, follow-ups, lab work, procedures).
Schedule appointments efficiently using the clinic’s scheduling system, ensuring proper matching with physician availability and patient preference.
Provide general information on fertility services, treatment timelines, and clinic protocols, referring complex clinical questions to appropriate staff.
Patient Support & Satisfaction
Act as the first point of contact to deliver excellent customer service, ensuring a compassionate and empathetic approach for all patients, especially those undergoing sensitive treatments.
Coordinate with physicians, nurses, and administrative staff to facilitate smooth patient experiences and address concerns or complaints promptly.
Insurance & Financial Coordination
Collect and input accurate insurance information for new and returning patients into the clinic’s EMR or patient management systems.
Ensure all necessary data is available for financial counselors to verify benefits and communicate coverage to patients.
Schedule Management & Optimization
Monitor and manage appointment cancellations and reschedules to minimize provider downtime and maximize patient access.
Collaborate with clinical and administrative teams to adapt physician schedules as needed and fill open appointment slots efficiently.
Data Entry & Documentation
Accurately enter all patient inquiries, appointment changes, and insurance information into the appropriate electronic databases or ticketing systems.
Maintain up-to-date records in compliance with clinic policies, HIPAA regulations, and other applicable standards.
Multidepartment Collaboration
Interface regularly with nursing, lab, and finance departments to ensure seamless communication and coordinated patient care.
Relay time-sensitive or high-priority information to the appropriate personnel without delay.
Follow-Up & Outreach
Conduct follow-up calls for appointment confirmations, missing information, or post-visit check-ins when needed.
Notify patients of schedule changes, lab results availability, or next steps in the treatment process, as directed.
REQUIREMENTS:
- High School Diploma or equivalent required
- Minimum of one year of MEDICAL CALL CENTER experience required
- Experience with Electronic Medical Record (EMR) system strongly preferred
- Bilingual-Spanish a plus!
Why You'll Love Working Here – Our Amazing Benefits:
Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE or low-cost employee only healthcare coverage option is also available.
Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
Rewards for Connections: Earn extra money with our Employee Referral Program—your network is invaluable!
Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
