Customer Service Representative

Position Summary

The Customer Service Representative (CSR) supports efficient clinic operations by serving as a primary point of contact for patients via phone in a clinic-based call center environment. This role is responsible for managing a high volume of inbound and outbound calls, scheduling appointments, providing accurate information, and delivering excellent customer service while maintaining professionalism, confidentiality, and compliance with organizational standards. The CSR plays a vital role in ensuring a positive patient experience through clear communication and timely assistance.

Essential Duties and Responsibilities

• Handle continuous inbound and outbound phone calls in a fast-paced, high-volume call center environment.

• Schedule, reschedule, cancel, and confirm patient appointments in accordance with clinic protocols.

• Communicate appointment details, clinic policies, co-pays, and general financial responsibilities to patients.

• Accurately document patient interactions, appointment notes, cancellations, and no-shows in the EHR system.

• Route calls appropriately and escalate urgent matters to clinical or administrative staff when necessary.

• Respond to patient inquiries regarding services, clinic locations, hours of operation, and provider availability.

• Process medical record requests in compliance with HIPAA and organizational privacy policies.

• Scan, upload, and index documents into the EHR system in a timely and accurate manner.

• Collaborate with clinic teams to ensure smooth patient flow and scheduling coordination.

• Follow all organizational policies, procedures, and safety guidelines.

• Maintain professionalism, accuracy, and empathy during all patient interactions.

• Perform other duties as assigned.

Education & Experience Requirements

• High school diploma or GED required.

• Minimum of one (1) year of experience in a customer service, call center, or healthcare setting preferred.

• Prior experience working in a high-call-volume environment strongly preferred.

• Experience using EHR or scheduling systems is desirable.

• Knowledge of medical terminology is preferred.

Knowledge, Skills, and Abilities

• Excellent verbal communication and active listening skills.

• Ability to handle back-to-back calls while maintaining accuracy and professionalism.

• Strong customer service and problem-solving skills.

• Proficiency with computers, scheduling software, and standard office equipment.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Strong attention to detail and organizational skills.

• Ability to maintain confidentiality and comply with HIPAA requirements.

• Dependable, punctual, and able to work independently and as part of a team.

Physical & Working Conditions

• Prolonged periods of sitting and computer use.

• Frequent phone use requiring clear speech and active listening.

• Normal hearing and vision required for communication and data entry.

• High-volume, fast-paced call center environment.

• May require evening or weekend shifts based on clinic operational needs.

• High-stress environment requiring focus, professionalism, and adaptability.

About the Company

Medical Associates Plus (MAP) is a community-based healthcare organization with deep roots in Augusta and the surrounding region. Our story began in 1993 when University Hospital, the Richmond County Health Department, and the Richmond County Commission partnered to address gaps in care for underserved populations. Following a community needs assessment that identified significant health disparities in the 30906-zip code, the Neighborhood Improvement Project, Inc. was established in 1998 to expand access to essential healthcare services.

Originally operating as Belle Terrace Health & Wellness Centers, MAP welcomed its first patient in 1999. Since then, the organization has grown significantly. Renamed Medical Associates Plus in 2016, MAP expanded to include multiple clinic locations and a mobile health unit.

Today, MAP serves more than 50,000 patients annually across over twenty locations, delivering high-quality primary care to individuals and families throughout Greater Augusta and surrounding communities.

Benefits

• Medical, Dental, and Vision coverage 
• Paid Time Off (PTO) accrued biweekly
• Paid company holidays
• Retirement plan options
• Employee wellness programs, including discounted YMCA membership
• Professional development and continuing education support.

** Eligibility and coverage may vary based on position and hours worked. 

Disclaimer:

The above is intended to describe the job functions, the general supplemental functions and the essential requirements for the performance of this job.  It is not to be construed as an exhaustive statement of supplemental duties, responsibilities, or non-essential requirements.

Medical Associates Plus is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, basis of disability or any other federal, state or local protected class.