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The primary function of the Call Center is to manage all incoming calls in an efficient and informative manner that produces a high level of customer satisfaction. The Call Center will address and properly direct all calls as they relate to the needs of the patient.

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Essential Functions:

  1. Staff will demonstrate cultural sensitivity and respect to all incoming and outgoing calls

  2. Staff will maintain phone etiquette at all times in a professional and courteous tone

  3. Staff will answer high volume of inbound calls in a timely manner

  4. Staff will be responsible to monitor the call system/status to avoid call congestion

  5. Staff will provide resourceful information to callers about all services and programs offered

  6. Staff will manage multiple calls on hold and prioritize calls based on urgency, specificity and specialty

  7. Staff will have expert knowledge on and will review all provider scheduling templates for accuracy 

  8. Staff will screen calls appropriately prior to transferring calls to other departments

  9. Staff will obtain or verify patient information/demographics and will enter accurate data into NextGen/EHR

  10. Staff will creates/complete messages through the EHR tasking system with clear accurate information and correct spelling

  11. Staff will verify patient insurance and discuss copays or fees due at the time of service

  12. Staff will address patient comments or concerns in a calm respectful manner and attempt reach resolutions to meet the patient needs or concerns

  13. Staff will make outgoing calls as needed

  14. Staff will confirm scheduled appointment and reschedule appointments as needed

  15. Staff will assist and complete any other clerical operational assigned duties including but not limited to pre-flow prep, complete paperwork, generate and complete reports, no-show reports and proper documentation

  16. Staff will be capable of working individually or as a group and will know how to problem solve and provides access to care

  17. Staff will work closely with the front office receptionist for support as needed based on operational need

  18. Staff will promptly inform their supervisor of any issue, problem or concern that requires supervisory oversight

Required Education and Experience

  1. Minimum two years’ experience in a medical call center setting or medical front office similar setting.

  2. Exceptional customer service, active listening and good verbal and written communication skills.

  3. Strong adaptation to family practice, internal medicine, OB/GYN and/or other specialties

  4. Bilingual English and Spanish preferred.

  5. High School Diploma or GED.

  6. Requires a comprehensive knowledge of primary care in outpatient settings.

  7. Computer literacy required; familiarity with the use of clinical software and Microsoft Windows.  NextGen and i2i, preferred.

  8. Strong organizational skills.

  9. Ability to follow directions and communicate effectively in both English and Spanish (preferred.)


  1. Communication

  2. Ethical Practice

  3. Global & Cultural Awareness

Supervisory Responsibility:

This position has no direct supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. This role routinely communicates verbally and on a face to face basis with others.

Typical Physical Demands:

Requires standing/walking for up to 30% to 60% at a time, sitting for up to 30% to 60% at a time, lifting and carrying 0% to 20% at a time, lifting or carrying of up to 40 pounds 0% to 5% at a time, reaching 30% to 70 % at a time, bending and stooping 30% to 80 % at a time, squatting/crouching 5% to 15 % at a time, handling/grasping 25% to 80% at a time.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.


Travel is primarily locally during the business day.

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