Medical Call Center Representative

The Children's Clinic•Fredericksburg, VA

21h•Onsite

About The Position

The Medical Call Center Representative serves as a primary point of contact for patients and families, handling incoming and outgoing calls with professionalism, accuracy, and compassion. This role is responsible for appointment scheduling, patient communication, message management, and basic clinical intake support while ensuring a positive patient experience. The ideal candidate is customer-service driven, detail-oriented, and able to manage high call volumes in a healthcare setting.

Requirements

High school diploma or equivalent required.
Strong computer skills; familiarity with EHR systems (NextGen experience preferred).
Excellent verbal communication and active listening skills.
Ability to multitask and manage high call volumes in a fast-paced environment.
Professional demeanor with strong customer service focus.

Nice To Haves

Prior experience in a medical call center, healthcare office, or customer service role preferred.
Knowledge of medical terminology and healthcare workflows preferred.
Strong scheduling experience preferred.

Responsibilities

Answer inbound calls promptly and professionally.
Provide accurate information regarding clinic services, hours, and policies.
Address patient questions and concerns with empathy and professionalism.
Route calls and messages to appropriate clinical or administrative staff.
Maintain a calm and supportive demeanor when handling urgent or sensitive situations.
Schedule, confirm, and reschedule appointments in the Electronic Health Record (EHR) system.
Verify patient demographics and insurance information during calls.
Communicate appointment instructions, preparation requirements, and follow-up details to patients and families.
Coordinate referrals or follow-up appointments as directed.
Collect and document patient symptoms or concerns accurately for provider review.
Triage non-emergent clinical calls according to established protocols.
Ensure timely delivery of messages to providers and clinical teams.
Follow up with patients as instructed by providers or clinic leadership.
Accurately document all call interactions in the EHR or call management system.
Maintain confidentiality and comply with HIPAA regulations.
Assist with outbound calls related to appointment reminders, results notification, and follow-ups.
Support call center metrics and performance standards, including call volume and response times.
Work collaboratively with clinical staff, front office teams, and leadership to support smooth clinic operations.
Participate in staff meetings, trainings, and quality improvement initiatives.
Assist with additional administrative duties as assigned.