Medical Call Center Specialist

Wheaton, Maryland
Apr 04, 2017
May 09, 2017
Customer Service
Full Time

Essential Duties

  • Proficient with office, computer and telephone equipment as used by practice
  • Professionally, and in a timely manner, handle incoming calls from patients and physician offices calling to schedule/reschedule and confirm appointments at the different locations 
  • Enroll new patients and send out new patient packets
  • Provide assistance to patients regarding patient portal registration and navigation
  • Verify insurance eligibility
  • Screen calls, takes messages and transfer calls to appropriate areas.
  • Must be able to understand and comply with practice policies and procedures
  • Provide back-up coverage for receptionists when needed
  • Maintain performance and quality standards based on established call center metrics including average speed of answer and handling times.
  • Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service and quality improvement.
  • Other duties as assigned


  • High school diploma or equivalent required (some college preferred)
  • Two years of Call Center Customer Service experience, preferably in a healthcare or insurance environment
  • Medical Office/Receptionist experience or insurance background a bonus
  • Knowledge of NextGen Practice Management System (EHR) helpful
  • Bi-lingual Spanish-English a bonus
  • Must be self-motivated and self-disciplined
  • Must have a positive, cooperative and motivated attitude
  • Must have the ability to adapt and maintain focus in fast paced, quickly changing and stressful environment.
  • Ability to interact well with co-workers, staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, verbally and in all written and electronic communication
  • Exceptional time management and interpersonal skills
  • Exceptional service and quality skills

Benefits include
As a valuable member, you will be eligible for a competitive compensation package that includes:

  • Competitive, experienced based pay.
  • Medical/Dental/Flexible Spending Benefits.
  • 401(k)
  • Short and Long Term Disability.
  • ...and more!