Call Center Assistant - Ivy II Internal Medicine

AH_001 Arnot Ogden Medical Center•Elmira, NY

7h•Onsite

About The Position

Arnot Health is seeking a motivated, customer-focused Outpatient Call Center Assistant to support the Ivy II Internal Medicine office. The role helps provide an exceptional patient experience by managing incoming and outgoing calls, routing calls efficiently, and handling administrative tasks that support a functional office environment. The position is onsite in Elmira, New York, and is full-time, daytime work from Monday through Friday.

Requirements

High school diploma or equivalent.
At least 3 years of clerical experience in a hospital, medical office, or healthcare setting.
Proficiency in Microsoft Office Suite and EMR systems.
Strong verbal and written communication skills.
Ability to multitask, prioritize responsibilities, and work independently.
Customer service skills and the ability to manage a high volume of calls while maintaining a calm, positive demeanor.
Ability to perform typical office duties; regularly lift up to 10 pounds and occasionally up to 20 pounds.

Nice To Haves

Coursework in business or clerical studies.
Associate degree or equivalent experience, including 2–3 years of administrative support.

Responsibilities

Answer, manage, and direct high volumes of incoming calls for primary care clinics.
Apply medical terminology and established scheduling practices; use discretion and clinical protocols to escalate calls appropriately.
Accurately document interactions in the electronic medical record (EMR) system.
Recognize emergency situations and respond appropriately, including initiating 911 contact when needed.
Manage multiple phone lines, queues, and provider-to-provider connections.
Respond to patient inquiries, coordinate with providers, and serve as the primary contact for urgent and non-urgent calls.
Monitor the fax inbox, scan and distribute incoming documents, and sort mail.
Schedule patient appointments across multiple locations and specialties according to established protocols.
Maintain proficiency with Microsoft Office Suite, eClinicalWorks (ECW), Sorian, and other clinical systems.
Support positive communication between the call center, physician offices, and other departments.
Notify patients of appointment changes and other relevant information.
Update patient demographics accurately and promptly.
Assist with the complaint process and track call volumes using established databases.
Perform clerical duties during periods of low call activity, including managing office supplies and assisting with facilities upkeep.
Communicate in an age-appropriate manner with all patient populations.
Participate in Performance Improvement initiatives and required annual training.
Provide a pleasant and supportive experience for callers and visitors.