Scheduler - Patient Navigation Representative, Call Center

Trinity Health • Fort Lauderdale, FL

2d • Remote

About The Position

Holy Cross Medical Group is seeking a detail-oriented, compassionate, and customer-service–driven Call Center Representative to support our physician practices through efficient and accurate appointment scheduling. As the first point of contact for our patients, you will play a pivotal role in ensuring a positive patient experience while meeting performance goals in a fast-paced, high-volume environment. This is a position requires prior medical scheduling and high-volume call experience. This is a full-time position Monday – Friday, 8:00 A.M. – 5:00 P.M EST. We offer excellent benefits starting your first day of employment, the opportunity to work remote and no weekends.

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).

Nice To Haves

• 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: 251-500 employees