Scheduler - Patient Navigation Representative, Call Center

Trinity Health • Ft. Lauderdale, FL

8h • Remote

About The Position

Holy Cross Health, recognized as Forbes America's Best Employer for Healthcare Professionals, is seeking a detail-oriented, compassionate, and customer-service-driven Call Center Representative for its Medical Group. This role is crucial for supporting physician practices through efficient and accurate appointment scheduling. As the initial point of contact for patients, the representative will significantly contribute to a positive patient experience while achieving performance goals in a dynamic, high-volume setting. Prior medical scheduling and high-volume call experience are essential for this full-time position, which operates Monday through Friday from 8:00 A.M. to 5:00 P.M. EST. The position offers the advantage of remote work, no weekend requirements, and excellent benefits available from the first day of employment.

Requirements

• High school diploma required or higher level of education preferred.
• 1–2 years of call center experience in a high-volume environment with measurable KPIs.
• Medical office or healthcare call center experience (previous work in a medical group or large healthcare system preferred).
• Strong knowledge of medical terminology.
• Experience with medical appointment scheduling and patient access workflows.
• Proficiency in patient registration processes.
• Demonstrated ability with insurance verification of benefits (commercial, Medicare, Medicaid).
• High level of computer literacy, including Microsoft 365 applications.
• Excellent interpersonal communication and exceptional phone etiquette.
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.
• Experience with EMR/EHR systems (e.g., EPIC, NextGen, or similar).
• Call Center Agent certification a plus.

Nice To Haves

• Higher level of education preferred.
• Previous work in a medical group or large healthcare system preferred.
• Call Center Agent certification a plus.

Responsibilities

• Answer high-volume inbound calls with professionalism, empathy, and outstanding phone etiquette.
• Schedule medical appointments across multiple specialties using electronic medical record (EMR) systems and medical office scheduling protocols.
• Perform comprehensive patient registration, including demographic updates, insurance details, and verification of coverage and benefits.
• Utilize medical terminology accurately during patient interactions and when communicating with clinical teams.
• Verify insurance benefits and document eligibility to ensure accurate billing and seamless patient flow.
• Maintain and meet call center KPIs such as call handling time, quality scores, accuracy, and service-level metrics.
• Provide exceptional customer service by handling patient questions, concerns, and requests with courtesy and efficiency.
• Use Microsoft 365 and other digital tools to manage daily tasks, communications, and documentation.
• Collaborate with department management (manager, team lead, supervisor) to support patient needs and appropriate scheduling.

Benefits

• Day 1 benefits, no waiting period!
• Comprehensive benefit packages available including medical, dental, vision, paid time off and 403B
• Colleague Referral Program to earn cash and prizes
• Unlimited career growth opportunities
• DailyPay - if you’re hired as an eligible colleague, you’ll be able to see how much you’ve made every day and transfer your money any time before payday

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees