Call Center Representative

Radiant Health; Marion (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Radiant Health is seeking a Call Center Representative to be the first point of contact for callers seeking access to care. You will schedule appointments, answer routine questions, and route calls to appropriate programs and staff, while protecting confidentiality and maintaining HIPAA standards.

The role emphasizes compassionate communication, multitasking across multiple systems, and accurate data entry within electronic health records.

Qualifications

• Education: High school diploma or GED required.
• Experience: Previous customer service, call center, reception, scheduling, healthcare, or administrative experience preferred.
• Technology: Basic computer proficiency, including the ability to navigate multiple applications and screens, enter information accurately, use email and telephone systems, and learn electronic scheduling and health record systems.
• Communication: Ability to communicate clearly, professionally, and compassionately by telephone with individuals who may be frustrated, confused, or experiencing barriers to care.
• Preferred Knowledge: Experience in behavioral health, healthcare, insurance, registration, or appointment scheduling is preferred but not required.

Responsibilities

• Answer incoming calls routed through Radiant Health's main telephone system and provide a welcoming, professional client experience.
• Determine the caller's general need through appropriate questioning and resolve routine administrative needs within the scope of the position.
• Schedule, reschedule, and cancel routine appointments according to established scheduling procedures and staff availability.
• Provide basic appointment information after completing required identity verification procedures.
• Transfer callers to assigned staff members, departments, Medication Clinic, Crisis, Hands of Hope, or other established service pathways as appropriate.
• Direct medication, refill, and other Medication Clinic-specific calls to the appropriate Medication Clinic queue or resource.
• Inform callers of Same Day Care and other established access options when appropriate.
• Complete assigned outbound administrative outreach, including no-show follow-up, provider cancellation and rescheduling outreach, and other appointment-related client contacts.
• Assist with basic registration, scheduling, and administrative functions in the electronic health record as assigned and within established workflows.
• Document required client contacts and administrative actions accurately and within established timeframes.
• Monitor and respond to assigned messages received through the shared Call Center voicemail according to department expectations.
• Maintain current knowledge of Radiant Health locations, programs, services, staff roles, telephone routing resources, and other information necessary to appropriately assist callers.
• Provide limited basic front-desk coverage when operationally necessary and within the employee's training and competency, including routine check-in, registration, scheduling, and related administrative support.
• Protect confidential information and comply with HIPAA, organizational policy, and applicable privacy and security requirements.
• Participate in required training, team meetings, quality improvement activities, and cross-training activities as assigned.
• Perform other related duties as assigned.

Skills

Communication

Customer service

Tech literacy

Multitasking

Education

High school diploma or GED

Tools

Electronic health records

Job description

Description

Are you a great communicator who enjoys helping people and solving problems? Do you have a calm, compassionate approach and the ability to make someone feel heard?

Description

Are you a great communicator who enjoys helping people and solving problems? Do you have a calm, compassionate approach and the ability to make someone feel heard? Radiant Health is looking for a Call Center Representative to serve as one of the first points of contact for all calls. In this role, you’ll help people connect with the right services, schedule appointments, answer routine questions, and navigate their next steps with Radiant Health.

For many clients, your voice may be their first experience with Radiant Health. Whether you’re helping someone schedule an appointment, answering a question, connecting them with the right resource, or simply helping them understand what to do next, your work directly impacts access to care.

What You Will Do

• Answer incoming calls routed through Radiant Health's main telephone system and provide a welcoming, professional client experience.
• Determine the caller's general need through appropriate questioning and resolve routine administrative needs within the scope of the position.
• Schedule, reschedule, and cancel routine appointments according to established scheduling procedures and staff availability.
• Provide basic appointment information after completing required identity verification procedures.
• Transfer callers to assigned staff members, departments, Medication Clinic, Crisis, Hands of Hope, or other established service pathways as appropriate.
• Direct medication, refill, and other Medication Clinic-specific calls to the appropriate Medication Clinic queue or resource.
• Inform callers of Same Day Care and other established access options when appropriate.
• Complete assigned outbound administrative outreach, including no-show follow-up, provider cancellation and rescheduling outreach, and other appointment-related client contacts.
• Assist with basic registration, scheduling, and administrative functions in the electronic health record as assigned and within established workflows.
• Document required client contacts and administrative actions accurately and within established timeframes.
• Monitor and respond to assigned messages received through the shared Call Center voicemail according to department expectations.
• Maintain current knowledge of Radiant Health locations, programs, services, staff roles, telephone routing resources, and other information necessary to appropriately assist callers.
• Provide limited basic front-desk coverage when operationally necessary and within the employee's training and competency, including routine check-in, registration, scheduling, and related administrative support.
• Protect confidential information and comply with HIPAA, organizational policy, and applicable privacy and security requirements.
• Participate in required training, team meetings, quality improvement activities, and cross-training activities as assigned.
• Perform other related duties as assigned.

Join Radiant Health and be the voice that helps people connect to care!

To support a safe and healthy environment for the individuals we serve and for one another, all employees of Radiant Health are required to comply with organizational health and infection prevention requirements as a condition of employment. This includes providing documentation of immunization status, completing required health screenings, and adhering to communicable disease prevention protocols applicable to the role and work environment. Radiant Health will review requests for reasonable accommodation in accordance with applicable federal and state law.

Qualifications

• Education: High school diploma or GED required.
• Experience: Previous customer service, call center, reception, scheduling, healthcare, or administrative experience preferred.
• Technology: Basic computer proficiency, including the ability to navigate multiple applications and screens, enter information accurately, use email and telephone systems, and learn electronic scheduling and health record systems.
• Communication: Ability to communicate clearly, professionally, and compassionately by telephone with individuals who may be frustrated, confused, or experiencing barriers to care.
• Preferred Knowledge: Experience in behavioral health, healthcare, insurance, registration, or appointment scheduling is preferred but not required.