What are the responsibilities and job description for the On Site Medical Call Center Representative position at Lee Obstetrics & Gynecology?
Lee Obstetrics and Gynecology is committed to our mission of providing quality, attentive, responsive care for the women of Lee County and the surrounding area. To put the patient's health and well-being first and promote women's health in all that we do.
Our on site call Center Representative serves as a primary contact point for patients, handling incoming calls to schedule appointments, answer patient questions about services and insurance, and resolve issues. Key responsibilities include maintaining patient confidentiality, accurately documenting interactions in an electronic health care system, and providing excellent customer service. The role demands strong communication, empathy, proficiency with call center software, and a foundational understanding of medical terminology and healthcare processes.
Our on site call Center Representative serves as a primary contact point for patients, handling incoming calls to schedule appointments, answer patient questions about services and insurance, and resolve issues. Key responsibilities include maintaining patient confidentiality, accurately documenting interactions in an electronic health care system, and providing excellent customer service. The role demands strong communication, empathy, proficiency with call center software, and a foundational understanding of medical terminology and healthcare processes.
Hours are Monday - Thursday 7:45am - 5:00pm and Friday 7:45am - 12:00pm
Key Responsibilities
- Answer incoming calls, address patient inquiries, and resolve complaints with professionalism and empathy.
- Schedule, reschedule, or cancel appointments and coordinate with healthcare providers.
- Verify patient demographics and insurance information.
- Accurately document all interactions, patient information, and appointment details in the EHR or CRM systems.
- Adhere strictly to HIPAA and other privacy regulations to protect patient confidentiality.
- Provide information about medical services, office policies, and issues as needed.
- Escalate complex issues to the appropriate clinical or billing teams for resolution.
- Conduct outbound calls for tasks such as appointment reminders or service follow-ups.
Essential Skills & Qualifications
- Strong verbal communication and interpersonal skills.
- Ability to use call center software, EHR systems, and other relevant technology.
- Display excellent customer service skills with empathy and maintain a high level of professionalism.
- Basic understanding of medical terminology and healthcare processes.
- Ability to accurately document information and follow established protocols.
- Skill in clarifying information, identifying needs, and providing solutions or alternatives.
- Ability to speak both English and Spanish is a plus
“We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.”