Call Center Representative

Family Health Center of Worcester, Inc. • Worcester, MA

5d • $20 - $24 • Onsite

About The Position

The Call Center Representative assists patients during inbound calls by applying high-quality customer service and following organizational policies, procedures, and protocols. The role supports patient access and satisfaction by confirming and updating patient demographics, scheduling medical and behavioral health appointments, and providing accurate, effective call resolution. The representative helps maintain efficient patient flow, resolves problems, and deescalates issues or concerns. They communicate problems, findings, scheduling issues—including same-day access—and scheduling errors to the Call Center Supervisor to support a steady workflow for staff and patients. The role requires compliance with HIPAA requirements and the ability to deliver high-quality work with minor supervision.

This is a full-time, onsite position scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m. The position reports directly to the Director of Patient Services.

Requirements

• High school diploma or GED.
• Bilingual English/Spanish skills, or ability to support other health center languages as needed.
• Ability to provide high-quality work with minor supervision.

Nice To Haves

• Two years of relevant work experience, including demonstrated customer service and accurate data entry.
• Two to four years of college education or a combination of education and relevant work experience.
• Medical Office Administration certificate.

Responsibilities

• Assist patients during inbound calls using high-quality customer service and following policies, procedures, and protocols.
• Confirm and update patient demographic information.
• Schedule medical and behavioral health appointments as needed.
• Provide accurate call resolution to support efficient patient flow and positive outcomes.
• Deliver consistent, high-quality service and address or deescalate problems and concerns.
• Communicate problems, findings, scheduling issues, same-day access concerns, and scheduling mistakes to the Call Center Supervisor.
• Comply with HIPAA requirements.

What This Job Offers

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