Call center representative

UBMD Physicians Group•Buffalo, NY

1d•$17 - $20•Onsite

About The Position

UBMD Neurology is seeking a professional and patient-focused Call Center Representative to support appointment scheduling and patient communication in a busy neurology practice. This role manages high-volume calls, gathers accurate patient information, and ensures efficient appointment scheduling while delivering an excellent patient experience across phone, email, and in-person interactions.

Requirements

High school diploma or GED required
Minimum of 1 year of experience in a medical receptionist, call center, or customer service role
Proficiency with multi-line phone systems and computer-based applications
Strong organizational skills with exceptional attention to detail
Excellent interpersonal and communication skills
Ability to work independently while following established workflows
Ability to handle confidential information with discretion and professionalism

Nice To Haves

Prior medical call center experience preferred
Experience with electronic scheduling systems and EMR preferred

Responsibilities

Greet and assist patients and visitors professionally via phone, email, and in person
Handle high-volume inbound calls, schedule appointments, and respond to general inquiries
Provide patients with clear information regarding practice policies, appointment requirements, and next steps
Support patients in distress and respond appropriately to urgent situations
Conduct follow-up calls for missed appointments and patient satisfaction as needed
Schedule appointments using established provider templates to ensure efficient patient flow
Create, update, and verify patient records within scheduling and electronic medical record (EMR) systems
Gather and enter detailed patient information accurately across multiple systems
Communicate appointment add-ons, delays, cancellations, and no-shows to leadership
Maintain efficient registration flow and readiness for clinical staff
Utilize practice management and EMR systems (including Nextech) to manage patient information securely
Explain fees, insurance requirements, and patient financial responsibility
Safeguard patient information and maintain confidentiality at all times
Manage phone and fax communications and relay messages appropriately
Maintain electronic and manual filing systems
Generate reports in support of departmental goals and operational needs
Maintain supply inventories and communicate needs to the team lead
Provide coverage for medical reception and call center desks as needed
Perform additional administrative duties as assigned