Call Center Agent
About The Position
Kedren Community Health Center, Inc. is seeking a customer-focused and compassionate Healthcare Call Center Agent to support its Mental Health and Primary Care programs. The role connects patients, providers, and healthcare teams by providing customer service, coordinating appointments, maintaining accurate records, and supporting timely communication across the healthcare system. The agent responds to patient and stakeholder calls and inquiries, coordinates appointments, provides general information about services, and records patient interactions in electronic medical record systems. The position also supports patient outreach and follow-up, helps resolve concerns, escalates complex issues when needed, and follows HIPAA and organizational privacy requirements. The role contributes to continuity of care by facilitating clear communication between patients and healthcare teams.
Requirements
- High school diploma or equivalent required.
- Knowledge of HIPAA regulations and patient confidentiality requirements.
- Basic understanding of medical terminology and healthcare services.
- Strong computer and data entry skills.
- Excellent verbal and written communication skills.
- Strong customer service orientation and a professional, empathetic approach.
- Ability to remain calm and courteous while handling challenging situations.
- Effective problem-solving and conflict-resolution skills.
- Strong attention to detail and organizational abilities.
- Ability to multitask, prioritize responsibilities, and manage time effectively.
- Ability to work collaboratively as part of a multidisciplinary healthcare team.
Nice To Haves
- At least one year of call center, healthcare customer service, medical office, or patient access experience is preferred.
- Experience in a healthcare, behavioral health, community health, or medical office setting is preferred.
- Familiarity with EMR systems and healthcare scheduling platforms is preferred.
- Bilingual skills are a plus.
- Proficiency with call center software, EMR systems, and Microsoft Office applications.
Responsibilities
- Answer incoming calls from patients, healthcare providers, and external stakeholders professionally and courteously.
- Respond to patient inquiries, concerns, and requests while providing customer service.
- Schedule, reschedule, and coordinate patient appointments with healthcare providers and clinics.
- Provide general information about healthcare services, programs, and procedures.
- Enter, update, and maintain patient information in electronic medical record (EMR) systems.
- Document patient interactions, appointment details, and relevant information according to organizational standards.
- Conduct outbound appointment reminders, patient outreach, follow-up calls, and satisfaction surveys.
- Help resolve patient concerns and complaints by identifying issues and facilitating appropriate solutions.
- Escalate complex concerns to supervisors or healthcare staff when necessary.
- Comply with HIPAA regulations and organizational privacy and confidentiality requirements.
- Facilitate clear and accurate communication between patients and healthcare teams to support continuity of care.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
