Call Center Representative

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the primary contact for customers via phone, serving as a liaison between external clients and medical personnel.

• Respond to incoming calls, evaluate urgency, triage, and redirect calls following established protocols.

• Arrange patient appointments and coordinate scheduling with clinical staff.

• Gather patient registration details and verify insurance eligibility.

• Prepare visit charts and inform clinical staff of patient arrivals when necessary.

• Promptly take and relay telephone messages.

• Input preliminary account information and confirm appointments in accordance with office protocols.

• Collect payments and ensure accurate and timely posting when required.

• Forward physician and staff messages through the Trinity Health SPHPMA Medical Group EMR system.

• Assist patients with inquiries related to MyChart.

• Accurately document information in SPHPMA systems.

• Address questions concerning physician offices, billing, referrals, authorizations, and requisitions.

• Complete necessary patient forms.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• Prior experience in patient services, medical reception, call/customer call centers (in a medical setting), or other customer service roles is essential.

• Call center experience is strongly preferred.

• Experience in a medical office setting is highly desirable.

• Coursework in insurance/billing, medical practice education, or related seminars is advantageous.

• Capability to assess call urgency, triage, and redirect calls in line with established procedures.

• Proficiency in scheduling and confirming patient appointments.

• Ability to collect patient registration information and verify insurance eligibility.

• Familiarity with SPHPMA systems, Trinity Health SPHPMA Medical Group EMR system, and MyChart.

• Competence in assisting with referrals, authorizations, and requisitions.

• Skill in accurately completing patient forms and documenting information.

🏝️ Benefits

• Comprehensive orientation program.

• Generous tuition reimbursement.

• Opportunities for career advancement.

• Office hours: Monday - Friday.