Call Center PSR

Thundermist Health Center • Woonsocket, RI

3d • Remote

About The Position

The Call Center Patient Service Representative supports a medical practice by responding to patient calls, coordinating appointments, collecting patient information, and connecting patients with appropriate clinical staff. The role focuses on first-call resolution and patient-centered service for diverse and underserved communities.

This is a full-time remote position with a home base at the Woonsocket location. Employees are scheduled during normal hours of operation, which may include evenings and weekends, and occasional unscheduled overtime may occur. The work requires proficiency with computers, multi-line phone systems, and written message-taking, along with moderate physical activity throughout the day.

Requirements

• High school diploma or GED.
• Excellent oral and written communication skills.
• Accurate data-entry skills and ability to manage high volumes in a fast-paced environment.
• Commitment to patient-centered care, health equity, and serving diverse, underserved communities.

Nice To Haves

• Call center experience.
• Knowledge of medical terminology.

Responsibilities

• Answer incoming telephone calls in a fast-paced call center environment.
• Schedule, confirm, cancel, and reschedule patient appointments based on provider availability and clinical appropriateness.
• Assess the root cause of inquiries and provide first-call resolution.
• Determine which calls should be referred to clinical staff and interact with clinical staff.
• Research patient-specific clinical information in the EMR to fax test orders to testing facilities as requested.
• Mail welcome letters and appointment cards to new patients.
• Follow clinical protocols by asking pertinent questions to collect patient data.
• Recognize emergent situations and triage calls to the appropriate clinical department.

Benefits

• Health, dental, and vision insurance for full-time employees working 40 or more hours per week.
• Life insurance of $75,000 and long-term disability coverage at no cost for employees working 40 or more hours per week.
• Flexible spending accounts, including Health FSA and Dependent Care FSA options, for employees working 40 or more hours per week.
• Retirement plan with a 1:1 employer match up to 4%.
• Critical illness, accident insurance, and hospital indemnity coverage.
• Wellness reimbursement up to $200 per year.
• PTO starting at 22 days and increasing with tenure, plus six paid holidays, for employees working 40 or more hours per week.
• For employees working 30–39 hours per week: health, dental, and vision insurance; flexible spending accounts; retirement plan with a 1:1 employer match up to 4%; critical illness, accident insurance, and hospital indemnity coverage; wellness reimbursement up to $200 per year; prorated PTO; and six paid holidays.
• For employees working 20–29 hours per week: vision insurance; retirement plan with a 1:1 employer match up to 4%; critical illness, accident insurance, and hospital indemnity coverage; prorated PTO; and six paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED