Call Center Contact Associate

Brown University Health; Warwick (RI); On-site; USD 25,000 - 36,000; Full time

Job summary

Brown University Health seeks a patient services scheduler to accurately register patients, schedule appointments, and manage high call volumes with a focus on excellent customer service. The role emphasizes maintaining EMR records, confidentiality, and clear communication with patients and staff.

The position is based in Warwick, RI, with daytime hours (M-F, 8am-4:30pm) and 8-hour daily shifts, offering a professional environment aligned with Brown University Health values (Compassion,

Qualifications

• High school diploma or GED is required.
• Proficient in data entry and typing; knowledge of EMR systems preferred.
• Excellent customer service skills and ability to handle stress.

Responsibilities

• Register patients accurately and schedule appointments per templates.
• Handle large volumes of inbound/outbound calls promptly.
• Resolve issues by clarifying problems and researching solutions.

Skills

Customer service

Data entry

English proficiency

Phone handling

Multitasking

Bi-lingual preferred

Education

High school diploma or GED

Tools

EMR systems

General computer apps

Job description

Summary

Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create complete patient accounts: demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments. Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory.

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

Principal Duties And Responsibilities

• Accurately register patients and schedule appointments following established schedule templates.
• Manage large volumes of inbound and outbound calls in a timely manner.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Maintain proper record of all interactions with customers in EMR for tracking purposes.
• Serve as a central link of communication between patients, medical staff and the general public.
• Operate computer and IT equipment properly.
• Keep equipment operational by following established procedures; reporting malfunctions.

EDUCATION

• High school diploma or GED.

Experience

• Proficient in relevant computer applications.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Ability to handle stressful situations appropriately.
• Ability to speak clearly and concisely.
• Ability to read, understand and follow oral and written instructions given in English.
• Bi-lingual is preferred but not required.
• Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).
• Ability to represent the organization and serve consumers in a professional manner and promote a positive image of the organization and its services.
• Interpersonal skills necessary to deal effectively with patients, their representatives, and other personnel/coworkers.

SUPERVISORY RESPONSIBILITY

None.

Pay Range

$18.00-$25.82

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location

Warwick-400 Bald Hill Road - 400 Bald Hill Road Warwick, Rhode Island 02886

Work Type

M-F: 8am-4:30pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

No