What are the responsibilities and job description for the Patient Scheduling Representative - Call Center position at Lensa?
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Employment Type
Full time
Shift
Day Shift
Description
Holy Cross Health named Forbes America's Best Employer for Healthcare Professionals!
Position Summary
Holy Cross Medical Group is seeking a detail-oriented, compassionate, and customer-service-driven Call Center Representative to support our physician practices through efficient and accurate appointment scheduling.
This is a Full-Time position Monday - Friday, 8:00 A.M. - 5:00 P.M. with excellent benefits starting your first day of employment. As the first point of contact for our patients, you will play a pivotal role in ensuring a positive patient experience while meeting performance goals in a fast-paced, high-volume environment.
Highlights
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
If you have questions about this posting, please contact support@lensa.com
Employment Type
Full time
Shift
Day Shift
Description
Holy Cross Health named Forbes America's Best Employer for Healthcare Professionals!
Position Summary
Holy Cross Medical Group is seeking a detail-oriented, compassionate, and customer-service-driven Call Center Representative to support our physician practices through efficient and accurate appointment scheduling.
This is a Full-Time position Monday - Friday, 8:00 A.M. - 5:00 P.M. with excellent benefits starting your first day of employment. As the first point of contact for our patients, you will play a pivotal role in ensuring a positive patient experience while meeting performance goals in a fast-paced, high-volume environment.
Highlights
- Day 1 benefits, no waiting period! Comprehensive benefit packages available including medical, dental, vision, paid time off and 403B
- Colleague Referral Program to earn cash and prizes
- Unlimited career growth opportunities
- Trinity Health offers DailyPay - if you're hired as an eligible colleague, you'll be able to see how much you've made every day and transfer your money any time before payday
- Answer high-volume inbound calls with professionalism, empathy, and outstanding phone etiquette.
- Schedule medical appointments across multiple specialties using electronic medical record (EMR) systems and medical office scheduling protocols.
- Perform comprehensive patient registration, including demographic updates, insurance details, and verification of coverage and benefits.
- Utilize medical terminology accurately during patient interactions and when communicating with clinical teams.
- Verify insurance benefits and document eligibility to ensure accurate billing and seamless patient flow.
- Maintain and meet call center KPIs such as call handling time, quality scores, accuracy, and service-level metrics.
- Provide exceptional customer service by handling patient questions, concerns, and requests with courtesy and efficiency.
- Use Microsoft 365 and other digital tools to manage daily tasks, communications, and documentation.
- Collaborate with department management (manager, team lead, supervisor) to support patient needs and appropriate scheduling.
- High school diploma required or higher level of education preferred.
- 1-2 years of call center experience in a high-volume environment with measurable KPIs.
- Medical office or healthcare call center experience (previous work in a medical group or large healthcare system preferred).
- Strong knowledge of medical terminology.
- Experience with medical appointment scheduling and patient access workflows.
- Proficiency in patient registration processes.
- Demonstrated ability with insurance verification of benefits (commercial, Medicare, Medicaid).
- High level of computer literacy, including Microsoft 365 applications.
- Excellent interpersonal communication and exceptional phone etiquette.
- Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.
- Experience with EMR/EHR systems (e.g., EPIC, NextGen, or similar).
- Call Center Agent certification a plus
- Requires long periods of sitting in a cubicle answering phones in Call Center environment.
- We serve together in the spirit of the Gospel as a compassionate and transforming healing presence within our communities.
- We live and breathe our guiding behaviors: we support each other in serving, we communicate openly, honestly, respectfully, and directly, we are fully present, we are all accountable, we trust and assume goodness in intentions, and we are continuous learners.
- A member of Trinity Health, one of the largest multi-institutional Catholic health care delivery systems in the nation, Fort Lauderdale-based Holy Cross Hospital, dba Holy Cross Health, is a full-service, not-for-profit, Catholic, teaching hospital operating in the spirit of the Sisters of Mercy. We are the only not-for-profit Catholic hospital in Broward and Palm Beach counties. Through strategic collaborations and a commitment to being a person-centered, transforming, healing presence, the 557-bed hospital offers progressive inpatient, outpatient and community outreach services and clinical research trials to serve as our community's trusted health partner for life.
- We are committed to providing compassionate and holistic person-centered care.
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
If you have questions about this posting, please contact support@lensa.com