Call Center Representative

BoulderCentre for Orthopedics and Spine • Boulder, CO

9d • $19 - $26 • Remote

About The Position

The Call Center Representative is often the first point of contact for patients. This role answers calls, schedules appointments, registers new patients, verifies insurance, and delivers excellent customer service. The ideal candidate is professional, detail-oriented, and thrives in a fast-paced medical environment.

Requirements

• High school diploma or equivalent required.
• Minimum one year of appointment scheduling, medical reception, call center, or customer service experience required.
• Understanding of HIPAA regulations and patient confidentiality requirements.
• Knowledge of medical insurance plans and eligibility verification processes.
• Familiarity with medical terminology and scheduling procedures.
• Strong verbal and written communication skills.
• Excellent customer service and conflict-resolution abilities.
• Ability to remain calm and professional when assisting patients with urgent needs.
• Strong attention to detail and organizational skills.
• Proficiency in Microsoft Office and healthcare scheduling software.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice To Haves

• Associate degree preferred.
• Previous experience in a medical office or healthcare setting preferred.
• Experience working with EMR systems and insurance verification preferred.

Responsibilities

• Answer and direct incoming calls using a multi-line phone system.
• Schedule new patient, follow-up, same-day, and urgent appointments according to established protocols.
• Register new patients and accurately enter demographic and insurance information into the electronic medical record (EMR).
• Verify insurance eligibility and assist patients with appointment-related questions.
• Promote and support patient pre-check-in workflows.
• Maintain accurate provider schedules and update cancellations, additions, and schedule changes promptly.
• Communicate effectively with providers and clinical staff regarding scheduling concerns or patient needs.
• Deliver exceptional customer service while maintaining professionalism and empathy.
• Meet departmental performance expectations, including call answer rates, scheduling accuracy, and response times.
• Follow HIPAA guidelines and maintain patient confidentiality at all times.
• Assist at the front desk when needed to support clinic operations.
• Perform other duties as assigned.

Benefits

• Basic Life and AD&D Insurance (Guardian)
• 16 days of PTO annually
• 7–7.5 paid holidays annually
• Employee Assistance Program (EAP)
• 401(k) Safe Harbor Contribution
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Short-Term Disability
• Voluntary Life and AD&D Insurance
• Identity Theft Protection
• Legal Coverage
• Optional Protection Benefits, including: Accident Insurance, Hospital Indemnity Insurance, Cancer Care Insurance, Critical Illness Insurance
• 401(k)

What This Job Offers

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