Call Center PSR

Thundermist Health • Woonsocket, RI

2d • Remote

About The Position

The Call Center Patient Service Representative supports a medical practice by handling patient calls, registration-related communication, and appointment scheduling in a fast-paced call center environment. The role focuses on resolving patient inquiries, coordinating with clinical staff, and helping patients access appropriate care. The position is full-time and remote, with a home base at the Woonsocket location. Work is scheduled during normal operating hours, which may include evenings and weekends; occasional unscheduled overtime may occur.

The representative schedules, confirms, cancels, and reschedules appointments according to provider availability and clinical appropriateness. They assess the reason for each inquiry to seek first-call resolution, identify calls requiring clinical referral, and recognize emergent situations for referral to the appropriate clinical department. The role also includes researching patient-specific clinical information in the electronic medical record to fax requested test orders and mailing welcome letters and appointment cards to new patients. Representatives follow clinical protocols and ask pertinent questions to collect patient data.

Thundermist Health Center’s work is guided by the values of Integrity, Innovation, Excellence, Community, and Caring, and the organization emphasizes patient-centered care, health equity, and service to diverse and underserved communities. The employer states that it prohibits discrimination and harassment on protected grounds.

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.
• Proficiency with computers, multi-line phone systems, and written message-taking.

Nice To Haves

• Call center experience preferred.
• Knowledge of medical terminology is a plus.

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 patient inquiries and provide first-call resolution where possible.
• Determine which calls are appropriate for referral to clinical staff and interact with clinical staff as needed.
• Research patient-specific clinical information in the EMR and 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

• For full-time employees working 40 or more hours per week: health, dental, and vision insurance; life insurance ($75,000) and long-term disability at no cost; flexible spending accounts (Health FSA up to $3,300 and Dependent Care FSA up to $5,000); retirement plan with 1:1 employer match up to 4%; critical illness, accident insurance, and hospital indemnity; wellness reimbursement up to $200 per year; PTO starting at 22 days and increasing with tenure; and six paid holidays.
• For employees working 30–39 hours per week: health, dental, and vision insurance; flexible spending accounts; retirement plan with 1:1 employer match up to 4%; critical illness, accident insurance, and hospital indemnity; 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 1:1 employer match up to 4%; critical illness, accident insurance, and hospital indemnity; prorated PTO; and six paid holidays.

What This Job Offers

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