What are the responsibilities and job description for the Call Representative position at Coastal Health?
Coastal Health
Call Representative – Specialty Practice Centralized Office
Position Summary
We are seeking a professional, customer-focused Call Representative to join our centralized office team. This role serves as the first point of contact for patients calling our specialty practice locations. The Call Representative will manage inbound calls, assist patients with scheduling and inquiries, route calls appropriately, and provide outstanding customer service while supporting multiple specialty offices.
Key Responsibilities
- Answer and manage a high volume of inbound calls for multiple specialty practice locations, spine and pain, orthopedics and podiatry.
- Schedule, reschedule, and confirm patient appointments.
- Provide patients with accurate information regarding office locations, providers, services, and procedures.
- Route calls to the appropriate departments, providers, or staff members as needed.
- Document patient communications accurately in the practice management and electronic medical record systems.
- Verify patient demographics and update records when necessary.
- Assist with referral inquiries and insurance-related questions.
- Handle patient concerns professionally and escalate issues when appropriate.
- Maintain confidentiality and comply with HIPAA regulations.
- Meet established productivity, quality, and customer service standards.
Qualifications
- High school diploma or equivalent required.
- Previous medical office, call center, or customer service experience preferred.
- Experience with multi-line phone systems.
- Strong verbal communication and interpersonal skills.
- Excellent organizational and time-management abilities.
- Ability to multitask in a fast-paced environment.
- Proficiency with computer systems and electronic medical records preferred.
- Knowledge of medical terminology is a plus.
Skills & Competencies
- Exceptional customer service skills.
- Professional phone etiquette.
- Attention to detail and accuracy.
- Problem-solving abilities.
- Ability to work independently and as part of a team.
- Dependable and reliable attendance.
Benefits (customize as applicable)
- Competitive pay
- Medical, dental, and vision insurance
- Paid time off
- Paid holidays
- Retirement plan
- Career growth opportunities
Join Our Team
If you enjoy helping patients, thrive in a fast-paced environment, and are committed to delivering exceptional customer service, we encourage you to apply and become part of our growing specialty practice team.
Qualifications:
Minimum 1 year experience in the medical field preferred. Multi-tasking, Flexibility, Telephone Skills, Customer Service, Time Management, Organization, Attention to Detail, Scheduling, Word Processing , Professionalism, Quality Focus, Team driven attitude, ability to work in a fast-paced environment, and reliable transportation.