Patient Call Center Representative - Bilingual Spanish Preferred
About The Position
Tru Medical is a primary care and women's health practice with two Brooklyn locations. The Patient Call Center Representative works on a small, organized team of five and serves as a primary point of contact for patients. Each workday is divided between inbound and outbound calls. Inbound work includes answering patient calls, scheduling and rescheduling appointments in eClinicalWorks, prioritizing same-day or next-day visits, and handling online booking requests and patient texts. Outbound work includes confirming appointments, contacting patients who cancelled or missed visits to rebook them, and working through patient recall lists using a daily plan. The representative accurately documents every call in the patient's chart as a telephone encounter, assists with insurance follow-up calls flagged by the billing team, and helps with referrals and faxes. After training, the representative may occasionally cover the front desk during lunches and absences. The team handles about 175 inbound calls daily, in addition to outbound confirmation and recall calls. Daily assignments are provided before phones open, and the role includes a 60-minute administrative block for paperwork. Results are measured by team metrics, with coaching provided. The position includes a structured 90-day training plan with a dedicated trainer, observed sign-offs, and check-ins at 30, 60, and 90 days. Career paths include Senior Representative and Call Center Lead, with opportunities to cross-train toward front desk, office administrator, or medical assistant roles. Monthly one-on-ones with the manager are provided.
Requirements
- At least 1 year of experience in a medical office, call center, or customer service role.
- Comfortable on the phone throughout the day, with a calm, friendly, and professional manner.
- Accurate typing and documentation; chart notes must precisely reflect what happened.
- Reliable attendance and on-time arrival.
Nice To Haves
- Bilingual English/Spanish skills are strongly preferred.
- Medical scheduling experience.
- Experience with eClinicalWorks, Zocdoc, or healow.
Responsibilities
- Answer patient calls and schedule or reschedule appointments in eClinicalWorks.
- Offer same-day or next-day visits first when scheduling.
- Handle online booking requests and patient texts.
- Confirm upcoming appointments.
- Contact patients who cancelled or missed visits to rebook them.
- Work patient recall lists using a daily plan.
- Accurately document every call in the patient's chart as a telephone encounter.
- Assist with insurance follow-up calls flagged by the billing team.
- Help with referrals and faxes.
- Occasionally cover the front desk for lunches and absences after training.
Benefits
- Holiday pay
- Paid sick time
- Opportunity for advancement
- Paid time off
- Training and development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
