Call Center Representative - SMRMC-MG Admitting

Saint Mary's Regional Medical Group•Reno, NV

12d

About The Position

The Call Center Representative provides customer service through an inbound call center, handling an average of 90–140 calls per day and working toward individual and team goals such as handle time, hold time, and abandoned-call percentage. The role schedules appointments using established templates and provider or clinic preferences, assesses appointment requests and patient histories to determine visit types, and records clear, concise visit notes. It also involves registering new patients and updating existing patient charts with careful attention to accurate demographics and registration details. The representative makes occasional outbound calls and assesses non-scheduling calls to route them appropriately. This includes following established procedures for department routing and emergency-service referrals, identifying urgent and non-urgent requests, and documenting and directing messages to the appropriate staff. The role works with coworkers, departments, and external companies by phone, email, Teams, or the EMR system to support safe, efficient, quality patient care. Additional duties include communicating updates and concerns to clinics and the team, keeping up with clinical, office, and process changes, shadow-training new hires, and collaborating on process improvements.

Requirements

Ability to read, write, and speak English.
Strong basic computer skills.
Courteous and professional communication skills for interacting with internal and external customers.
Strong clerical and organizational skills for record keeping and scheduling duties.
Knowledge of medical terminology.
Ability to collaborate and provide customer service to internal and external customers.

Nice To Haves

At least one year of experience as a procedure scheduler.
High school diploma or equivalent.

Responsibilities

Handle an average of 90–140 inbound calls per day while working toward call-center performance goals.
Schedule appointments using set templates, provider and clinic preferences, resource materials, patient history, and the appropriate visit type.
Document detailed and concise visit notes.
Register new patients and update existing charts, ensuring accurate demographic and registration information.
Make outbound calls when necessary.
Assess non-scheduling calls and route them according to established processes and protocols.
Refer patients to emergency services when indicated by established protocols and identify urgent and non-urgent requests.
Document clear, concise messages and route them to the appropriate department or staff member.
Communicate and collaborate with coworkers, clinics, other departments, and outside companies by phone, email, Teams, or EMR.
Keep the team and clinics informed of questions, concerns, and updates.
Keep up with clinical, office, and process changes and updates.
Shadow-train new hires and collaborate with the team to improve processes.