We are seeking a Medical Call Center Representative to provide high-quality scheduling and customer support for multiple outpatient clinics. The ideal candidate will demonstrate excellent communication, attention to detail, and the ability to thrive in a fast-paced healthcare environment.

RESPONSIBILITIES AND DUTIES:

• Provide scheduling support for multiple outpatient clinics.

• Obtain and enter demographic and insurance coverage information.

• Verify and update patient information, ensuring all events are documented in the patient’s electronic medical record in accordance with departmental requirements.

• Protect the financial integrity of the organization by discussing insurance eligibility, payment options, and screening for financial assistance when appropriate.

• Proactively contact patients to follow up on missed appointments or remind them of upcoming visits.

• Conduct outbound calls as part of quality assurance initiatives to ensure patient satisfaction, compliance with treatment plans, or adherence to follow-up care instructions.

• Utilize professional and timely problem-solving skills to connect the caller with appropriate staff and/or services for concerns outside the representative's scope.

• Develop and maintain knowledge of the full range of services offered by the clinics and departments supported.

• Assist in gathering information and maintaining the department’s Contact Center database.

• Ensure the confidentiality of all patients, applications, records, and information received, maintaining adherence to all HIPAA standards of privacy and confidentiality.

• Respond to patient complaints and concerns in a professional manner, escalating when appropriate.

• Collaborate across all healthcare teams to facilitate and ensure a positive and seamless patient experience.

• Participate in training and professional development activities to stay current on healthcare industry trends and best practices.

• Consistently meet established performance metrics and goals as determined by clinical operations leadership.

• Adhere to all organizational policies, procedures, and practices.

• Demonstrate and uphold core values such as Service, Respect, Accountability, Integrity, Advancement, and Teamwork.

• Perform all other duties as assigned.

REQUIRED QUALIFICATIONS:

• High school diploma or GED.

• One (1) year of customer service, multi-line call agent, and/or call center experience.

• Minimum of one (1) year of experience with insurance authorizations in a healthcare setting.

• Experience in a healthcare environment preferred.

PREFERRED QUALIFICATIONS:

• Excellent communication (written and verbal) and interpersonal skills.

• Demonstrated ability to respond to inquiries and concerns effectively, professionally, and in a timely manner.

• Previous experience in a healthcare call center.

• Previous experience performing complex patient scheduling.

• Knowledge of basic medical terminology.

• Experience with Electronic Health Record (EHR) systems or healthcare scheduling software.

• Bilingual in English and Spanish

ADDITIONAL INFORMATION:

• Applicants may be subject to a background check. *

• A pre-employment drug screening is required as a condition of employment.

• *A conviction does not automatically disqualify you from employment. We will consider factors such as your age at the time, the timing and nature of the offense, its seriousness, and any rehabilitation efforts when determining your suitability for the role.

Sparrow Company, Executive Search and Staffing is an Equal Opportunity Employer.