Call Center Representative - PrimeCare Medical, Inc

At PrimeCare Medical, Inc., we are committed to providing exceptional healthcare services within correctional facilities. Our mission is to ensure that patients in these facilities receive high-quality, compassionate medical care. As part of our growing team, the Call Center Representative plays a crucial role in ensuring that patients, staff, and partners receive accurate information and timely assistance.

Position Overview:

We are seeking a professional and empathetic Call Center Representative to join our team. In this role, you will serve as the first point of contact for incoming calls, addressing inquiries, providing information, and resolving issues related to medical services. Your ability to handle high volumes of calls, offer excellent customer service, and maintain confidentiality will be critical to success in this role.

Key Responsibilities:

• Handle a high volume of inbound calls from patients, healthcare providers, and correctional staff, answering inquiries related to medical services and appointment scheduling.

• Provide accurate information on healthcare policies, services, and procedures to callers.

• Schedule appointments, coordinate with healthcare professionals, and update patient records in the electronic health system (EHR).

• Address patient and client concerns or complaints with professionalism and empathy, escalating complex cases to supervisors or medical staff when necessary.

• Perform basic troubleshooting for common issues and direct calls to the appropriate department for further resolution.

• Document all call information accurately and ensure all records are kept up-to-date in the system.

• Work collaboratively with healthcare staff and administrative teams to ensure smooth communication and operations.

• Maintain strict confidentiality and adhere to HIPAA and other healthcare regulations.

• Assist with outbound calls for follow-up on appointments, patient inquiries, or service feedback.

• Participate in regular training sessions to stay updated on company policies, healthcare regulations, and systems.

Qualifications:

• High school diploma or equivalent (some college coursework or certifications in customer service or medical administration preferred).

• Proven experience in a call center, customer service, or healthcare-related role.

• Strong knowledge of medical terminology and healthcare processes is a plus.

• Excellent verbal and written communication skills with a professional and compassionate demeanor.

• Ability to manage a high volume of calls while maintaining a high level of accuracy and customer satisfaction.

• Proficiency in using call center systems, healthcare software (EHR, EMR), and Microsoft Office Suite (Word, Excel, Outlook).

• Strong organizational skills with attention to detail and the ability to multitask.

• Ability to work well independently and as part of a collaborative team.

• Strong problem-solving abilities and a proactive approach to resolving issues.

• Knowledge of HIPAA regulations and commitment to maintaining patient confidentiality.

Benefits:

• Competitive Salary: We offer a salary package that is competitive and commensurate with experience and skills.

• Health Insurance: Comprehensive medical, dental, and vision coverage for you and your family.

• Retirement Plan: 401(k) with company matching to help you save for the future.

• Paid Time Off: Generous PTO, including vacation days, holidays, and sick leave, to ensure a healthy work-life balance.

• Professional Development: Opportunities for ongoing training, certifications, and career growth within the organization.

• Flexible Work Environment: Depending on the role, enjoy the option of working remotely or in a hybrid setting.

• Employee Wellness Programs: Participate in wellness programs, including mental health support, fitness challenges, and discounted gym memberships.

• Employee Recognition Programs: Regular recognition for outstanding performance, along with rewards and incentives to celebrate your contributions.

• Life and Disability Insurance: Company-provided life insurance and short-term/long-term disability coverage for financial security.

• Collaborative Work Environment: Work with a team that values diversity, inclusion, and open communication, where your contributions matter.