Patient Call Center Representative - Bilingual Spanish Preferred

Tru Medical Management•Brooklyn New York, NY

2d•Onsite

About The Position

Tru Medical is hiring a full-time, on-site Patient Call Center Representative for its Brooklyn, NY primary care and women's health practice. The representative will work on a five-person call center team, handling inbound and outbound patient communications. The workday is divided between answering calls, scheduling and rescheduling appointments, managing online booking requests and patient texts, confirming upcoming appointments, rebooking patients who cancel or miss visits, and working through patient recall lists. Calls must be documented accurately in each patient's chart as a telephone encounter. The role also includes helping with insurance follow-up calls identified by the billing team, referrals and faxes, and occasional front-desk coverage for lunches and absences after training. The team handles approximately 175 inbound calls per day, with assignments provided each morning and a 60-minute administrative block for paperwork. Performance is measured by team results, with coaching provided. Tru Medical offers a structured 90-day training plan with a dedicated trainer, observed sign-offs, and check-ins at 30, 60, and 90 days. Career progression may include Senior Representative and Call Center Lead, with cross-training opportunities toward front desk, office administrator, or medical assistant roles. The hiring process includes a phone screen, an in-person interview, and a paid two-hour working trial involving mock calls and scheduling.

Requirements

At least one year of experience in a medical office, call center, or customer service role.
Comfortable speaking on the phone throughout the day with a calm, friendly, and professional manner.
Accurate typing and documentation; chart notes must accurately reflect what happened.
Reliable attendance and punctuality.

Nice To Haves

Medical scheduling experience.
Bilingual English/Spanish skills; strongly preferred.
Experience with eClinicalWorks, Zocdoc, or healow.

Responsibilities

Answer inbound patient calls and schedule or reschedule appointments in eClinicalWorks.
Offer same-day or next-day appointments first when scheduling.
Handle online booking requests and patient text messages.
Make outbound appointment confirmation calls.
Contact patients who cancelled or missed appointments to rebook them.
Work patient recall lists according to a daily plan.
Document every call accurately in the patient's chart as a telephone encounter.
Assist with insurance follow-up calls flagged by the billing team.
Assist with referrals and faxes.
Provide occasional front-desk coverage for lunches and absences after training.