Job Description

Patient Care Call Center

• Monday - Friday 8-5pm
• Onsite - Austin, TX 78712
• Pay: $18-23/hour

Position Summary

The Phone Operator serves as the primary point of contact for patients, caregivers, and healthcare providers, supporting efficient access to healthcare services through professional call handling and coordination. This role requires strong communication skills, attention to detail, and the ability to manage high call volumes while delivering a positive patient experience.

Knowledge

• Call center operations and professional phone etiquette.
• Healthcare terminology and patient access workflows.
• Electronic health records (EHR) and scheduling systems.
• HIPAA compliance and patient confidentiality practices.
• Basic insurance verification and billing knowledge preferred.

Skills

• Strong verbal and written communication.
• Active listening and problem-solving abilities.
• Multi-tasking and organization in a fast-paced environment.
• Data entry and general computer proficiency.
• Customer service with a patient-focused approach.

Required Qualifications

• High School Diploma or GED.
• Minimum of 1 year of experience in a call center, customer service, or administrative role.
• Equivalent education and experience may be considered.

Preferred Qualifications

• Associate’s degree or certification in healthcare administration, customer service, or a related field.
• Experience in a healthcare setting, medical office, or patient call center.
• Familiarity with EHR and scheduling platforms.
• Experience managing high call volumes in a professional environment.

Key Responsibilities

Call Management & Routing

• Answer inbound calls promptly and professionally.
• Assess caller needs and route calls to appropriate departments, providers, or resources.
• Follow established scripts, workflows, and call-handling protocols.
• Escalate urgent or complex concerns to supervisors or designated clinical staff as needed.

Patient Support & Coordination

• Verify patient identity in accordance with established guidelines.
• Schedule, reschedule, and cancel appointments accurately.
• Provide information regarding office locations, hours, and available services.
• Route clinical or medical inquiries to appropriate care teams or triage staff.

Documentation & System Use

• Accurately document patient interactions within electronic health record (EHR) and call management systems.
• Navigate scheduling and healthcare software to access and update patient information.
• Maintain strict compliance with HIPAA and patient confidentiality standards.

Customer Service & Communication

• Demonstrate professionalism, empathy, and active listening during all interactions.
• Communicate clearly with patients, caregivers, and internal healthcare teams.
• Address concerns or complaints respectfully and escalate when appropriate.

Operational Support & Collaboration

• Partner with scheduling teams, nurses, and administrative staff to ensure seamless patient access.
• Participate in ongoing training and team meetings.
• Support workflow improvements and operational efficiency initiatives.

Compliance & Quality Standards

• Adhere to organizational policies, HIPAA regulations, and quality assurance guidelines.
• Maintain knowledge of access center procedures and emergency protocols.
• Meet established performance standards related to accuracy, efficiency, and call resolution.

Job Tags

Similar Jobs