Call Center Representative

Our Mission:

To transform lives by providing exceptional, accessible, and compassionate healthcare experiences for all.

Our Vision:

Care Alliance will be the health center of choice , delivering compassionate, high-quality, and innovative healthcare that empowers individuals and strengthens communities. We are committed to advocacy, accessibility, and excellence , ensuring every patient receives the care they deserve with dignity, respect, and unwavering support.

Our Values:
Accessibility:

• We are committed to eliminating barriers to care, ensuring that every individual—regardless of background or circumstance—has access to high-quality healthcare.

Collaboration:

• Our strength comes from collaboration, fostering communication and teamwork among employees, patients, and community stakeholders to achieve shared goals.

Accountability:

• We are unwavering in our commitment to accountability, upholding the highest standards in patient care, employee well-being, and organizational excellence.

Compassion:

• We treat every person with dignity, empathy, and respect, building trust through genuine care and understanding.

Innovation:

• We embrace change and seek out creative solutions to continuously improve the experiences of our employees, patients, and community.

Excellence:

• We are relentless in our pursuit of excellence, ensuring superior clinical outcomes, operational efficiency, and transformative patient experiences.

Community Impact:
We are deeply rooted in the communities we serve, dedicated to creating positive, sustainable change through outreach, advocacy, and partnerships.

Job Summary:

The Call Center Representative is responsible for serving as the first point of contact for patients by phone. This position supports patient access through scheduling, appointment management, insurance verification, and general inquiries. The Call Center Representative ensures all calls are handled with professionalism, accuracy, and compassion, contributing to positive patient experiences and organizational efficiency.

Competencies:

*Include but are not limited to:

• Answer and route incoming calls promptly and courteously.
• Schedule and confirm patient appointments in accordance with established guidelines.
• Update and verify patient demographic and insurance information in the electronic health record (EHR).
• Provide accurate information regarding services, hours of operation, and locations.
• Handle patient inquiries, concerns, and basic complaints, escalating issues as needed.
• Open telephone encounters, refill requests, or route messages to the appropriate staff or pool.
• Assist patients with understanding payment policies and collecting co-pays when applicable.
• Track, document, and follow up on no-shows, cancellations, and rescheduled appointments.
• Contact insurance companies to verify patient coverage when necessary.
• Maintain HIPAA compliance and protect patient confidentiality at all times.
• Participate in training sessions and staff meetings to remain current on policies and workflows.
• Assist with patient outreach and contact.
• Provide cross coverage for other Care Alliance staff as needed.
• Other duties as assigned.

Minimum Education and Experience:

Required:

• High school diploma/GED required; associate degree preferred.
• At least one year of customer service or call center experience, preferably in a healthcare setting.
• EPIC experience, preferred.
• Excellent verbal and written communication skills
• Intermediate level experience using Microsoft Office products.