Scheduler, Patient Navigation (Call Center)

Trinity Health•Silver Spring, MD

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. As a first point of contact for patients, the Scheduler helps create a positive patient experience while meeting performance goals in a fast-paced, high-volume call center handling approximately 80 calls daily. This is a full-time, Monday–Friday position with a day shift from 8:00 a.m. to 5:00 p.m. EST. The role requires prior medical appointment or healthcare scheduling experience and high-volume call experience. It involves prolonged periods of sitting in a cubicle while answering calls. 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 and emphasizes open communication, accountability, trust, mutual support, and continuous learning.

Requirements

High school diploma required; higher education preferred.
1–2 years of high-volume call center experience with measurable KPIs.
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.
Experience verifying insurance benefits, including commercial insurance, Medicare, and Medicaid.
Computer literacy, including proficiency with 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.
Education beyond a high school diploma.

Responsibilities

Answer high-volume inbound calls professionally, empathetically, and with strong phone etiquette.
Schedule medical appointments across multiple specialties using EMR systems and medical office scheduling protocols.
Complete patient registration, including demographic updates, insurance details, and verification of coverage and benefits.
Use medical terminology accurately when speaking with patients and communicating with clinical teams.
Verify insurance benefits and document eligibility to support accurate billing and patient flow.
Meet call center KPIs, including call handling time, quality scores, accuracy, and service-level metrics.
Address 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 the manager, team lead, and supervisor, to support patient needs and appropriate scheduling.