What are the responsibilities and job description for the Customer Service Rep - Call Center position at Hamilton Health Center?
Position Summary
The Customer Service Representative (Call Center) serves as the primary point of contact for patients calling Hamilton Health Center. This role supports patient access through centralized scheduling, call handling, and coordination of patient appointments across departments. The CSR provides professional, courteous, and patient-centered service while ensuring accuracy, compliance with departmental protocols, and efficient access to care.
Compensation & Benefits
In addition to competitive pay, Hamilton Health Center offers:
The Centralized Scheduler responsibilities include:
Hamilton Health Center (Hamilton), established in 1969, is the only Federally Qualified Health Center (FQHC) within a 30-mile radius of Harrisburg, Pennsylvania. Hamilton is committed to improving the health of Central Pennsylvania’s residents by delivering high-quality, respectful, and patient-centered health and related social services, regardless of a patient’s ability to pay or insurance status. Our vision is a healthy community where every individual has access to comprehensive, compassionate care. For more than 50 years, we have remained dedicated to this mission.
EOE
The Customer Service Representative (Call Center) serves as the primary point of contact for patients calling Hamilton Health Center. This role supports patient access through centralized scheduling, call handling, and coordination of patient appointments across departments. The CSR provides professional, courteous, and patient-centered service while ensuring accuracy, compliance with departmental protocols, and efficient access to care.
Compensation & Benefits
In addition to competitive pay, Hamilton Health Center offers:
- Generous Paid Time Off
- Birthday Holiday plus seven (7) paid holidays
- Medical, Dental, and Vision coverage
- Company-paid life insurance
- Retirement plan with company match
- Employee Assistance Program (EAP)
The Centralized Scheduler responsibilities include:
- Schedule all outgoing/incoming phone appointments using specific protocols for each department/ provider with a high degree of accuracy
- Conduct cancellations of providers’ schedules and the rescheduling of their patients.
- Verify via the telephone all patient information including demographic, insurance and payment balance according to policy, what payment methods are accepted, and reminders of co-payment need to be paid at the time of service for privately insured patients.
- Up-date the EMR system with identified changes in patients account of all demographic information including correct spelling of names, address, guarantor’s information for children, birth date, social security etc. with a high degree of accuracy at all patient contacts.
- Direct calls from PBX overflow with a high degree of accuracy
- Educate caller if there is a direct number, they could use it the next time they call
- Assist all callers as needed and transfer accordingly in a friendly informative manner
- Special projects and other duties such as attending in-house meeting as assigned
- Maintain a high level of accuracy, professionalism, and productivity in a fast-paced call center environment.
- Adhere to established quality assurance standards, performance expectations, and departmental protocols.
- Participate in coaching, feedback, and training opportunities to support continuous improvement.
- High School Diploma or GED required.
- Minimum of one (1) year of experience in a customer service, call center, or healthcare-related role preferred.
- Strong verbal communication and active listening skills.
- Detail-oriented with the ability to work accurately in a high-volume environment.
- Basic computer proficiency and data entry skills.
- Ability to manage competing priorities professionally and courteously.
- Experience in a centralized scheduling, call center, or patient access role.
- Knowledge of electronic medical records (EMR) or practice management systems.
- Bilingual skills (Spanish preferred).
- Primarily phone- and computer-based work requiring extended periods of sitting.
- After successful completion of a 90-day introductory period and based on operational needs and performance, the position may be eligible for remote work in accordance with departmental guidelines.
- Flexibility to work evenings or extended hours as needed to support operations.
- Eligible for full remote work after successful completion of a 90-day probationary period.
Hamilton Health Center (Hamilton), established in 1969, is the only Federally Qualified Health Center (FQHC) within a 30-mile radius of Harrisburg, Pennsylvania. Hamilton is committed to improving the health of Central Pennsylvania’s residents by delivering high-quality, respectful, and patient-centered health and related social services, regardless of a patient’s ability to pay or insurance status. Our vision is a healthy community where every individual has access to comprehensive, compassionate care. For more than 50 years, we have remained dedicated to this mission.
EOE