Department: Operations / Patient Services
Employment Type: Full-Time (40 hours/week)
Schedule: Assigned 8-hour shifts between 7:00 AM – 6:00 PM U.S. EST (5 days/week with 2 consecutive days off). Weekend flexibility is required based on client operational needs.
Location: Hybrid-Remote |Santiago Dominican Republic)
Company Overview
At Spectra Management, we connect high-performing global talent with leading U.S. healthcare and commercial organizations. On behalf of our premier healthcare partners, we are seeking a dedicated and compassionate Medical Call Center Representative to serve as the vital first point of contact for patients, healthcare providers, and clinical teams.
Position Summary
The Medical Call Center Representative plays a critical role in delivering an exceptional patient experience. In this position, you will manage inbound and outbound patient communications, coordinate clinical appointments, handle non-clinical inquiries, and ensure accurate message routing within an Electronic Medical Record (EMR) system.
The ideal candidate possesses exceptional phone etiquette, strong active listening skills, high emotional intelligence, and a strict commitment to patient privacy (HIPAA compliance). You must thrive in a fast-paced environment and handle complex patient scenarios with poise, clarity, and empathy.
Key Responsibilities
1. Patient Experience & Inbound Call Management
- Serve as the primary point of contact for patients, caregivers, insurance providers, and healthcare partners.
- Answer high-volume inbound calls promptly, professionally, and courteously.
- Assist patients with non-clinical questions regarding appointment availability, office locations, required paperwork, referrals, and general service inquiries.
- Maintain a calm, empathetic, and solution-oriented approach when de-escalating upset or anxious callers.
2. Patient Scheduling & EMR Documentation
- Schedule, reschedule, and cancel patient appointments accurately within the EMR system following practice-specific scheduling protocols.
- Verify and update patient demographics, contact details, insurance information, and visit reasons during every interaction.
- Document all calls, messages, and administrative actions in real time with high detail and zero errors.
3. Triage, Escalation & Message Routing
- Adhere strictly to practice protocols to identify urgent or potential emergency medical situations.
- Escalate urgent calls immediately to nurses, triage providers, or clinical staff according to established guidelines.
- Strict Compliance Standard: Ensure no medical advice or clinical guidance is ever provided; maintain strict adherence to non-clinical operational boundaries.
- Take detailed, accurate messages and route them to the appropriate department, provider, or administrative lead.
4. Operational Quality & Team Collaboration
- Meet and exceed call center key performance indicators (KPIs) regarding call quality, handle times, scheduling accuracy, and attendance.
- Collaborate effectively with on-site clinical teams, medical assistants, billing specialists, and management.
- Participate in team huddles, quality assurance audits, and ongoing training programs.
Qualifications & Skills
Required Qualifications:
- Education: High School Diploma or equivalent.
- Experience: Minimum of 1–2 years of experience in a call center, customer service, or healthcare administrative environment.
- Communication: Exceptional verbal and written English communication skills with a professional, warm telephone manner.
- Technical Skills: Strong computer literacy, fast/accurate typing skills, and the ability to navigate multiple systems simultaneously.
- Schedule Flexibility: Ability to work a scheduled 40-hour workweek (8-hour shifts between 7:00 AM – 6:00 PM EST), including weekend rotations as assigned by operations.
- Soft Skills: High emotional intelligence, active listening, strong attention to detail, and resilience under pressure.
Preferred Qualifications:
- Prior experience in a medical office, medical call center, or healthcare triage environment.
- Hands-on experience with Electronic Medical Records (EMR) and medical scheduling software (e.g., Athenahealth, eClinicalWorks, Epic, Cerner).
- Familiarity with basic medical terminology and HIPAA guidelines.
- Bilingual capabilities (English / Spanish) are a strong plus.
Performance Metrics & Quality Standards
Your performance and success in this role will be measured by a balance of productivity and patient care quality, including:
- First-Call Resolution & Call Quality Scores
- Appointment Scheduling & Documentation Accuracy
- Speed of Answer & Average Handle Time (AHT)
- Attendance, Punctuality & Schedule Adherence
- Adherence to HIPAA and Compliance Protocols
Are you ready to take the next big step in your career? Join Spectra Management
Apply Now: https://spectrahm.bamboohr.com/careers/64