Call Center Representative
About The Position
Monarch Medical Management is seeking a dependable and compassionate Call Center Representative to join our fast-paced, high call volume healthcare call center. As the first point of contact for our patients, you will be responsible for handling a large volume of incoming and outgoing calls, assisting with appointment scheduling, insurance verification, and supporting patients throughout their care journey. The ideal candidate thrives in a busy environment, communicates clearly and empathetically, and remains organized under pressure. Strong attention to detail, multitasking ability, and a professional demeanor are essential.
Requirements
- High school diploma or equivalent required
- Strong multitasking skills and attention to detail
- Proficient in using computer systems and electronic health records (EHR)
- Excellent communication and interpersonal skills
Nice To Haves
- Some college preferred
- Experience handling high call volumes in a healthcare or customer service setting is strongly preferred
- Familiarity with eClinicalWorks and medical terminology is a plus
Responsibilities
- Handle a high volume of inbound and outbound calls daily in a courteous and professional manner
- Use approved call scripts to assist patients with scheduling, inquiries, and follow-ups
- Focus on one-call resolution, directing calls or taking detailed messages when needed
- Schedule, reschedule, and cancel appointments in eClinicalWorks (eCW)
- Complete necessary scheduling checklists (such as Ortho Spine or Ortho Extremity)
- Coordinate patient transportation (such as Uber) and confirm logistics
- Follow up on approvals and referrals with attorneys, clinics, and insurance carriers
- Accurately collect and verify patient demographics and insurance details
- Maintain and update patient accounts, including Workers’ Compensation cases
- Enter, retrieve, and update patient records in electronic health systems
- Manage email communications with attorneys, providers, and internal departments
- Process medical record requests and send necessary documents securely
- Comply with HIPAA, privacy policies, and clinic procedures
- Stay current with healthcare regulations and insurance policy changes
Benefits
- Health, vision, and dental insurance after 60 days
- Paid time off (PTO)
- Continued education opportunities
- Retirement plan options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
