Medical Call Center Representative - Full-time

Medical Call Center and Customer Service Representative - Full Time

St. Clair Shores, MI Location

Job Summary
Join Eastlake Cardiovascular, P.C., a leading cardiovascular practice, as a Call Center Representative. This role offers a weekday schedule with no evenings or weekends and a collaborative environment with professional growth.

We are seeking a dedicated and experienced full-time or part-time Medical Call Center Customer Service Representative to join our team. This role focuses solely on supporting our call center, requiring exceptional telephone skills, attention to detail, and a warm and professional demeanor. As the first point of contact for our patients calls, you will play a key role in delivering an outstanding patient experience while maintaining smooth office operations.

• Competitive Benefits, including medical, dental, vision through BCBS
• Short-Term Disability (STD),
• Paid holidays
• PTO
• A weekly 8-hour shift schedule no nights or weekends

Responsibilities and Duties

• Answer and manage incoming calls professionally and courteously, promptly addressing patient inquiries, routing calls as needed.
• Record detailed and accurate messages, including patient name, date of birth, contact information, reason for the call, and urgency.
• Efficiently direct calls to the appropriate department, staff member, or healthcare provider.
• Manage 100-150 inbound call per day for high-volume cardiology practice, providing prompt, compassionate, and accurate patient service while maintaining a calm and efficient demeanor.
• Schedule, reschedule, and cancel appointments accurately and efficiently.
• Schedule cardiology appointments, diagnostic tests (such as echo, stress tests, Holter monitors), and follow-up visits while ensuring referral and insurance requirements being met. 
• Answer general patient inquiries regarding office hours, directions, services, and basic procedures.
• Triage patient concerns and symptoms using established cardiology protocols, escalating urgent issues to clinical staff or on-call providers.
• Relay non-clinical test results or direct patients to the appropriate provider.
• Maintain HIPAA compliance while documenting all interactions in the EHR (such as EPIC, ECW, Cerner)
• Collaborate and communicate effectively with staff members, including nurses, physicians, and administrative staff.
• Verify insurance coverage, obtain authorizations, and communicate preparation instructions for cardiac procedures.

Qualifications and Skills

• Strong telephone and communication skills are a must, with the ability to manage a high volume of calls calmly and efficiently.
• Proficiency in using Electronic Medical Records (EMR) systems; Epic experience preferred.
• Excellent organizational skills with attention to detail and accuracy.
• Customer service-focused, with a positive, compassionate attitude towards patients and coworkers.
• Ability to multitask and prioritize in a fast-paced medical office environment.
• Self-motivated, team-oriented, and adaptable to evolving needs.
• Prior experience in a medical office or similar setting preferred.

Benefits

• Competitive pay and benefits package, including medical, dental, and vision for full-time and ACA 30 employees.
• 401k Option and Company paid Short-Term Disability for eligible full time
• Paid time off - vacation and sick time (Combined Time Off - CTO)
• A supportive and team-oriented workplace with a focus to work-life balance.
• Opportunities for professional growth within a supportive team environment.

We are committed to providing exceptional care and service to our patients and fostering a collaborative and rewarding workplace. If you take pride in delivering outstanding customer service and thrive in a dynamic medical environment, we encourage you to apply!