Call Center Representative

Good Shepherd Health Care System•Hermiston, OR

55d•$23 - $35

About The Position

The Call Center Representative is responsible for providing exceptional customer service and operational support for patients contacting the clinic via phone or other digital communication platforms. This position ensures efficient appointment scheduling, accurate collection and entry of patient demographic and insurance information, and appropriate routing of clinical messages to providers and staff. The representative supports multiple outpatient medical clinics and serves as the front line of communication for patients seeking care. Under the direction of the Call Center Supervisor, the Call Center Representative works collaboratively with clinic teams to enhance patient access, streamline communication, and uphold a high standard of service.

Requirements

Required: High school diploma or equivalent: Copy must be provided upon hire.
Required: Minimum two (2) years' experience in medical administrative support, or medical office coordination.
Strong attention to detail with excellent time management and organizational skills.
Clear, effective communication with multidisciplinary teams and external vendors.
Proficient in Epic, Microsoft Office Suite, and other organization scheduling tools.
Ability to prioritize tasks and adapt in a fast-paced surgical environment.
Prolonged periods of sitting at a desk and working on a computer.
Occasional walking, standing, bending, or lifting light office items (up to 25 pounds).
Visual acuity to view computer screens and read detailed financial documents.
Ability to communicate effectively in person, by phone, and electronically.
May be required to move throughout the healthcare facility, including administrative and clinical areas.

Nice To Haves

Preferred: Experience with Epic is highly preferred.

Responsibilities

Collects/Verifies patient demographic and insurance information and accurately inputs this information into the Electronic Health Record (EHR).
Correct schedules and/or cancels and/or reschedules all patient appointments in multiple departments according to practice guidelines, either by phone or the EHR.
Provides patients with accurate information regarding visit preparation, location, and provider instructions.
Verifies referral and authorization status as appropriate.
Answers inbound calls within established timelines.
Accurately documents and routes messages per established workflows, ensuring all necessary information is gathered and documented following practice guidelines. Also ensure that the messages are delivered in a timely manner, prioritizing urgent calls and escalating as necessary.
Communicates clearly and professionally with patients, family members, and care team members. Uses empathy and professionalism when handling sensitive or challenging interactions.
Collaborates with clinic teams to ensure appropriate follow-up and communication regarding scheduling, messages, or patient needs.
Maintains awareness of provider availability, clinic closures, and scheduling changes.
Updates and maintains patient charts with appointment confirmations, insurance verification, and communication history.
Participate in call center meetings, training, and quality improvement initiatives.
Supports extended hours, evening, or weekend shifts if required for call center coverage.
Performs other administrative support duties as assigned.
The employee supports the hospital mission, vision, values, policies, and procedures.