Patient Call Center Representative in at Richmond Vascular Center

We are seeking a friendly, dependable, and patient-focused Patient Call Center Representative to join our team. This person will be one of the first points of contact for patients and will help guide them through the scheduling process.

The ideal candidate communicates clearly, stays organized in a fast-paced environment, and makes every patient feel heard and cared for. This position involves answering inbound calls, responding to new patient inquiries, scheduling appointments, and following up with patients who have requested information about our services.

• Answer incoming patient calls in a friendly and professional manner
• Respond promptly to new patient inquiries and website leads
• Explain our services and the general patient process
• Schedule consultations, imaging appointments, and follow-up visits
• Collect and accurately enter patient demographics and insurance information
• Make outbound calls to follow up with prospective and existing patients
• Confirm appointments and help reduce cancellations and no-shows
• Document all patient conversations and next steps in the appropriate systems
• Transfer clinical questions to the appropriate team member
• Work closely with clinical staff, office teams, and management
• Protect patient privacy and follow all HIPAA requirements
• Meet established expectations for call quality, response time, scheduling, and follow-up

A successful Patient Call Center Representative:

• Answers calls with patience, professionalism, and empathy
• Responds to new patient inquiries quickly
• Makes patients feel comfortable and confident about their next steps
• Accurately schedules appointments and documents conversations
• Consistently follows up until the patient is scheduled or no longer interested
• Works well with teammates and communicates when assistance is needed

• High school diploma or equivalent required
• At least one year of call center, customer service, medical office, or patient scheduling experience preferred
• Healthcare experience is strongly preferred
• Excellent verbal and written communication skills
• Comfortable speaking with patients who may be nervous, frustrated, or experiencing medical symptoms
• Strong attention to detail and ability to accurately enter information
• Ability to manage multiple calls, tasks, and follow-ups
• Dependable, positive, and comfortable working as part of a team
• Basic computer skills and the ability to learn new systems
• Experience with an electronic medical record, scheduling system, or CRM is a plus
• Bilingual English and Spanish is a plus