Call Center Representative

The Woman’s Health Pavilion – Scheduling Coordinator

The Woman’s Health Pavilion is a growing OB/GYN practice. We are currently hiring for our scheduling department.

Essential Functions

• Schedule appointments for patients efficiently and accurately while managing multiple requests simultaneously.
• Answer telephone promptly in a polite and professional manner, handling high call volumes.
• Obtain and enter accurate demographic information into patient accounts in real time.
• Schedule appointments correctly (appointment type, date, time, location, and provider), while verifying details with callers.
• Manage multiple tasks concurrently, including handling calls, updating schedules, and responding to system alerts without compromising accuracy.
• Inform callers of items to bring to appointments and provide clear pre-visit instructions.
• Remind callers of cancellation/no-show policies.
• Use sound judgment in handling calls, especially with upset or urgent patient concerns.
• Identify priority situations and escalate calls appropriately to physicians, nurses, or practice management.
• Communicate clearly between patients and providers, relaying important instructions accurately.
• Navigate scheduling software, EMR systems, and phone systems simultaneously while maintaining attention to detail.
• Maintain and update scheduling logs, reports, and patient data using spreadsheets (e.g., Excel or Google Sheets).
• Promote a positive team environment and maintain strong interpersonal relationships.
• Demonstrate flexibility by adjusting to fluctuating call volumes, staffing needs, and unexpected changes.
• Maintain strict adherence to HIPAA policies and patient confidentiality.

Additional Responsibilities

• Manage appointment waitlists and rescheduling workflows.
• Respond to patient inquiries via multiple channels (phone, email, patient portals).
• Track and prioritize urgent vs. routine scheduling requests.
• Assist with insurance verification or appointment pre-authorization (if applicable).
• Document all patient interactions accurately in the system.
• Monitor and meet call center performance metrics (call time, hold time, accuracy).
• Generate, update, and review basic reports using spreadsheets to support scheduling and operational needs.

Qualifications

• Professional demeanor
• Strong customer service skills
• Ability to handle confidential and sensitive information
• Excellent telephone communication skills
• Proven ability to multitask in a fast-paced, high-volume call center environment
• Strong organizational and time-management skills
• Ability to prioritize tasks and switch between responsibilities seamlessly
• Ability to exercise good judgment and handle calls appropriately
• Proficiency in spreadsheets (Microsoft Excel, Google Sheets) for data entry, tracking, and basic reporting
• Willingness to work evenings and/or weekends
• High School Diploma or GED required
• Associate’s Degree or related healthcare certification preferred
• One year of customer service and/or healthcare experience; working knowledge of medical terminology
• Bilingual preferred but not required

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person