Patient Care Coordinator Call Center

Chicago ENT•Chicago, IL

About The Position

The Patient Care Coordinator in the Call Center manages inbound scheduling and patient communication across the organization’s departments, including ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, and Post-Operative care. The coordinator is a primary point of contact for patients seeking appointments, follow-up care, and general assistance, handling inquiries promptly, accurately, and professionally. The role manages a high volume of phone calls, electronic inquiries, online scheduling requests, referrals, and internal task assignments, and works with providers and clinical teams to support appropriate scheduling and timely follow-up. Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location. The role reports to the Call Center Lead and has no supervisory responsibility.

Requirements

High school diploma or equivalent.
Ability to work within an EMR database and navigate a Windows environment.
Type at least 30 words per minute with 90% or greater accuracy.

Nice To Haves

1–5 years of experience as a healthcare call center representative, patient access representative, patient service representative, medical scheduler, medical assistant, or medical receptionist.
Bilingual in English and Spanish, including speaking, writing, and comprehension.
Experience working in a Sleep or ENT specialist office.

Responsibilities

Meet established call center performance standards, including average hold time, call handling efficiency, first-contact resolution, accurate call routing, abandonment rate, and bounce/transfer rates, while maintaining professionalism and customer service.
Schedule and register patients for appointments across ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, and Post-Operative services.
Accurately enter patient demographic, insurance, and appointment information into the electronic medical record (EMR).
Respond promptly and professionally to patient, provider, and staff inquiries via telephone, voicemail, web, SMS, and EHR messaging.
Monitor and complete tasks assigned to the “User, Scheduler” work queue.
Review appointments scheduled by automated scheduling partners for accuracy and appropriateness.
Review online appointments booked through Healow and Zocdoc, verify that they are booked correctly, and obtain missing information.
Manage and respond to correspondence through NotifyMD, PerfectServe, Healow, Zocdoc, Glacial Media website inquiries, and department and staff voicemail boxes. Specific systems or vendors may change.
Contact patients to schedule new appointments, coordinate follow-up care, and reschedule appointments as needed.
Process inbound referrals and register referred patients.
Answer patient and family questions about appointment types, preparation instructions, insurance requirements, and scheduling options.
Escalate clinical questions or urgent concerns to the appropriate department.
Perform other duties as individually assigned.