Scheduler, Patient Navigation (Call Center)

Trinity Health • Silver Spring, MD

2d • Onsite

About The Position

Holy Cross Medical Group is seeking a detail-oriented, compassionate, customer-service-driven Call Center Representative to support physician practices through efficient and accurate appointment scheduling. Schedulers are the first point of contact for patients and handle approximately 80 calls daily. The role requires prior medical appointment or healthcare scheduling experience and high-volume call experience, and involves meeting performance goals in a fast-paced environment.

This is a full-time, Monday–Friday position with hours of 8:00 a.m.–5:00 p.m. EST. The work is performed in a call center, where the employee sits for extended periods in a cubicle while answering phones.

Holy Cross Health is a member of Trinity Health and is a not-for-profit Catholic teaching hospital. The organization describes its work as a compassionate, person-centered healing presence, rooted in its mission and core values, and emphasizes dignity, inclusion, collaboration, open communication, accountability, trust, and continuous learning.

Requirements

• High school diploma required; higher education preferred.
• 1–2 years of high-volume call center experience with measurable key performance indicators.
• Medical office or healthcare call center experience.
• Strong knowledge of medical terminology.
• Experience with medical appointment scheduling and patient access workflows.
• Proficiency in patient registration processes.
• Demonstrated ability to verify benefits for commercial insurance, Medicare, and Medicaid.
• High computer literacy, including Microsoft 365 applications.
• Excellent interpersonal communication and phone etiquette.
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.
• Experience with EMR/EHR systems such as EPIC, NextGen, or similar.

Nice To Haves

• Previous work in a medical group or large healthcare system.
• Call Center Agent certification.
• Higher education than a high school diploma.

Responsibilities

• Answer high-volume inbound calls with professionalism, empathy, and strong phone etiquette.
• Schedule medical appointments across multiple specialties using electronic medical record systems and medical office scheduling protocols.
• Register patients, including updating demographic information and insurance details and verifying coverage and benefits.
• Use medical terminology accurately in patient interactions and communications with clinical teams.
• Verify insurance benefits and document eligibility to support accurate billing and patient flow.
• Meet call center key performance indicators, including call handling time, quality scores, accuracy, and service-level metrics.
• Respond to patient questions, concerns, and requests courteously and efficiently.
• Use Microsoft 365 and other digital tools for daily tasks, communications, and documentation.
• Collaborate with department management, including managers, team leads, and supervisors, to support patient needs and appropriate scheduling.

Benefits

• Benefits begin on the first day of employment, with no waiting period.
• Comprehensive benefit packages, including medical, dental, vision, paid time off, and a 403B plan.
• Colleague Referral Program offering cash and prizes.
• Unlimited career growth opportunities.
• Eligible colleagues may use Trinity Health DailyPay to view earnings and transfer money before payday.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED