Call Center Representative - SMRMC-MG Admitting

Prime Healthcare•Reno, NV

11d

About The Position

The Call Center Representative provides customer service through an inbound call center and handles a required daily average of 90–140 calls. The role is measured against individual and team goals, including handle time, hold time, and abandoned-call percentage. Scheduling work follows established templates and each provider’s or clinic’s preferences. Representatives assess appointment requests and patient histories to determine visit types, document concise visit notes, register new patients, and update existing charts with careful attention to demographic and registration accuracy. Outbound calls are made less frequently as needed. The representative assesses non-scheduling calls and routes them according to established processes, including directing calls to other departments, following protocols for patients seeking emergency services, identifying urgent and non-urgent requests, and documenting clear messages using set auto-text and routing procedures. The role also involves coordinating with coworkers, departments, and outside companies by phone, email, Teams, or the EMR system to support safe, efficient, quality patient care. Additional duties include communicating questions, concerns, and updates to clinics and the team; keeping current with clinical, office, and process changes; shadow-training new hires; and collaborating to improve processes.

Requirements

Ability to collaborate and provide customer service to internal and external customers.
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.

Nice To Haves

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

Responsibilities

Handle an average of 90–140 inbound calls per day and work toward individual and team goals, including handle time, hold time, and abandoned-call percentage.
Schedule appointments using established templates, provider and clinic preferences, and resource materials.
Assess appointment requests and patient histories to determine the appropriate visit type and provide detailed, concise visit notes.
Register new patients and update existing charts, ensuring demographic and registration information is accurate.
Make outbound calls as needed.
Assess and route non-scheduling calls according to established processes and protocols.
Direct patients to emergency services when required by established protocols and identify urgent and non-urgent requests.
Document clear, concise messages using set auto-text and route them to the appropriate department or staff member.
Work with coworkers, other departments, and outside companies by phone, email, Teams, or EMR to support safe, efficient, quality patient care.
Communicate questions, concerns, and updates to clinics and the team.
Keep current with clinical, office, and process changes and updates.
Shadow-train new hires.
Collaborate with the team to improve existing processes.