Clinical Call Center Representative

Heartland Women's Health•Mount Vernon, IL

3d•Remote

About The Position

Heartland Women's Healthcare is seeking a Clinical Call Center Representative to join their team! The Clinical Call Center Representative will serve as the first point of contact for patients, acting as a crucial link between patients and clinical staff. They are responsible for handling high-volume incoming/outgoing calls, scheduling appointments, and performing triaging tasks under strict HIPAA compliance. The goal is to provide compassionate, accurate, and efficient service to ensure optimal patient care.

Requirements

High School Diploma or GED required.
Must hold a current license of RMA, CMA, LPN or RN.
1–2 years of experience in a medical office, clinic, or healthcare call center environment.
Strong understanding of medical terminology and anatomy.
Experience with EHR/EMR systems (e.g., Athena, Epic) and Microsoft Office Suite.
Exceptional verbal and written communication skills with the ability to maintain composure during high-pressure or emotional situations.
Ability to sit and work for extended periods, including typing and phone-based communication.
Must maintain a confidential, distraction‑free, HIPAA‑compliant environment when working remotely.

Responsibilities

Answer high-volume inbound calls professionally, providing information and support with empathy.
Schedule, reschedule, or cancel patient appointments across multiple facilities, ensuring optimal provider capacity.
Screen calls for urgent/emergency needs (911) and accurate triage/route calls to nursing staff, providers, or relevant departments.
Meticulously document all patient interactions, inquiries, and messages within the Electronic Health Record (EHR) system.
Strictly adhere to HIPAA regulations to protect patient confidentiality and personal health information (PHI).
Conduct outbound calls to relay test results as instructed by the provider. Create orders for diagnostic testing and calling in medication refills/orders.