Call Center Representative

Jax Spine and Pain Centers; Jacksonville (FL); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Paid Holidays

401(k) with Company Match

Career Growth Opportunities

Collaborative Culture

Job summary

Jax Spine & Pain Centers is seeking a compassionate Call Center Representative to be the first point of contact for patients and help deliver an exceptional patient experience.

The role involves managing inbound/outbound calls, scheduling across multiple locations, verifying patient information, and ensuring accurate documentation in the EHR while upholding HIPAA compliance.

Qualifications

• High school diploma or equivalent.
• Strong communication and interpersonal skills.
• Proficiency with computers and telephone systems.
• Ability to multitask and work effectively in a fast-paced environment.
• Minimum one (1) year of experience in a medical office, healthcare call center, or specialty medical practice.
• Minimum one (1) year of customer service experience.
• Previous experience in pain management, orthopedics, spine, neurology, or another specialty healthcare setting.
• Experience with EHR systems, medical scheduling, insurance verification, referrals, and prior authorizations.
• Knowledge of medical terminology and healthcare insurance processes.

Responsibilities

• Answer a high volume of inbound and outbound patient calls in a professional and courteous manner.
• Schedule, reschedule, and confirm appointments for multiple providers and clinic locations.
• Collect, verify, and update patient demographic, insurance, referral, and authorization information.
• Provide patients with non‑clinical information regarding services, appointment preparation, office policies, and scheduling requirements.
• Route clinical questions, prescription refill requests, and urgent concerns to the appropriate clinical staff.
• Verify insurance eligibility and referral requirements, as applicable.
• Accurately document patient interactions in the electronic health record (EHR) and practice management systems.
• Coordinate with front desk, billing, authorizations, and clinical teams to support continuity of care.
• Monitor voicemail queues and ensure timely follow‑up with patients.
• Maintain patient confidentiality and comply with HIPAA, company policies, and applicable regulations.
• Meet established productivity, quality, attendance, and customer service standards.
• Perform other duties as assigned.

Skills

Excellent verbal and written коммуника

Strong communication

Education

High school diploma or equivalent

Tools

Computer proficiency

Job description

Jax Spine & Pain Centers is a leading interventional pain management practice dedicated to improving the quality of life for patients suffering from acute and chronic pain conditions. We are seeking a compassionate, customer‑focused Call Center Representative to serve as the first point of contact for our patients and help deliver an exceptional patient experience.

Position Summary

The Call Center Representative is responsible for professionally managing inbound and outbound patient communications in a fast‑paced, multi‑location pain management practice. This role schedules appointments, verifies patient information, supports patient access to care, and ensures accurate documentation while maintaining the highest standards of customer service and HIPAA compliance.

Essential Responsibilities

• Answer a high volume of inbound and outbound patient calls in a professional and courteous manner.
• Schedule, reschedule, and confirm appointments for multiple providers and clinic locations.
• Collect, verify, and update patient demographic, insurance, referral, and authorization information.
• Provide patients with non‑clinical information regarding services, appointment preparation, office policies, and scheduling requirements.
• Route clinical questions, prescription refill requests, and urgent concerns to the appropriate clinical staff.
• Verify insurance eligibility and referral requirements, as applicable.
• Accurately document patient interactions in the electronic health record (EHR) and practice management systems.
• Coordinate with front desk, billing, authorizations, and clinical teams to support continuity of care.
• Monitor voicemail queues and ensure timely follow‑up with patients.
• Maintain patient confidentiality and comply with HIPAA, company policies, and applicable regulations.
• Meet established productivity, quality, attendance, and customer service standards.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Strong communication and interpersonal skills.
• Proficiency with computers and telephone systems.
• Ability to multitask and work effectively in a fast‑paced environment.

Preferred

• Minimum one (1) year of experience in a medical office, healthcare call center, or specialty medical practice.
• Minimum one (1) year of customer service experience.
• Previous experience in pain management, orthopedics, spine, neurology, or another specialty healthcare setting.
• Experience with EHR systems, medical scheduling, insurance verification, referrals, and prior authorizations.
• Knowledge of medical terminology and healthcare insurance processes.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Strong customer service and problem‑solving abilities.
• Ability to maintain professionalism and empathy when interacting with patients experiencing pain or medical concerns.
• Strong organizational skills and attention to detail.
• Ability to prioritize competing responsibilities while maintaining accuracy.
• Ability to work independently and collaboratively within a team environment.

Physical Requirements

• Ability to remain seated for extended periods.
• Ability to use a computer, headset, and telephone for prolonged durations.
• Ability to communicate effectively by telephone and in person.
• Ability to occasionally lift up to 15 pounds.

Benefits

• Competitive compensation.
• Medical, Dental, and Vision Insurance.
• Paid Time Off and Paid Holidays.
• 401(k) with Company Match.
• Career Growth Opportunities.
• Collaborative and Patient‑Focused Culture.

About Jax Spine & Pain Centers

We are proud to be the leading providers of progressive interventional pain relief. Our team of board‑certified physicians and medical staff are highly trained in all areas of diagnosis, treatment, and patient care. We serve multiple locations and value hands‑on compassionate care from the consultation through treatment.