Call Center Representative

Saint Mary's Regional Medical Group; Reno (NV); On-site; USD 21,000 - 28,000; Full time

Job summary

Saint Mary’s Medical Group, affiliated with Saint Mary’s Regional Medical Center, seeks a Call Center Representative to deliver high-quality patient service. You will handle a daily inbound call load, manage scheduling preferences, and ensure accurate patient data entry within the EMR system.

The role emphasizes clear communication, teamwork, and adherence to protocols while routing urgent requests and supporting clinic operations to enhance patient care and efficiency.

Qualifications

• 1. Collaboration with internal and external customers.
• 2. 1 year minimum experience as a procedure scheduler preferred.
• 3. High school diploma or equivalent preferred.
• 4. Ability to read, write and speak English required.
• 5. Strong basic computer skills required.
• 6. Courteous and professional communication skills.
• 7. Strong clerical and organizational skills for record keeping and scheduling.

Responsibilities

• Handle 90–140 calls per day in inbound call center.
• Schedule per provider/clinic preferences using templates and resources.
• Register new patients and update charts with accurate data.
• Route non-scheduling calls to appropriate departments and escalate urgent issues.
• Document clear messages and maintain patient history notes.
• Collaborate with clinics and teams to improve processes.

Skills

Customer service

Communication skills

Data entry

Computer literacy

Scheduling

Medical terminology

Clerical & organizational

Education

High school diploma or equivalent

Tools

EMR system

Job description

Overview

Join an award-winning team of dedicated professionals committed to our core values of quality, compassion and community! Saint Mary's Medical Group is affiliated with Saint Mary’s Regional Medical Center, one of the nation’s “100 Top Hospitals” and “A” rated for patient safety. We offer incredible opportunities to expand your horizons and be part of a community dedicated to making a difference.

Responsibilities

The Call Center Representative is responsible for providing exceptional customer service when handling calls, a required daily average of 90-140 calls per day through our inbound call center. Along with meeting a daily call count, there are various other individual and team goals set including but not limited to; handle time, hold time, abandoned %, etc. The representative’s scheduling responsibilities include, following set templates, scheduling per each provider/clinic preferences following the provided resource material along with properly assessing the appointment request and patient history to determine the visit type and providing detailed and concise visit notes. Data entry when registering new patients and updating existing charts is also required. Attention to detail is crucial to eliminate potential errors in demographics and registration. Outbound calls are also made on a less frequent basis when necessary. The PSC Representative is also responsible for properly assessing non-scheduling calls to determine and route the call properly, this means; routing calls to other departments following set process, referring patients to seek emergency services following set protocols, identifying urgent and non-urgent requests, documenting detailed, clear, and concise messages on behalf of caller, following set auto text and routing message to the appropriate department/staff member. The Patient Services Representative also works with coworkers, other departments, and outside companies via phone, email, teams or EMR system, assisting with the provision of safe, efficient, and quality patient care. Additional responsibilities include but are not limited to, consistent appropriate communication with the clinics and team to communicate questions, concerns and updates, Upkeep of clinical, office and or process changes and updates, shadow training new hires, and collaborating with the team to improve existing processes.

Qualifications

EDUCATION, EXPERIENCE, TRAINING

• 1. Position requires a high degree of collaboration and customer service with both internal and external customers.
• 2. One year minimum experience as a procedure scheduler preferred.
• 3. High school diploma or equivalent preferred.
• 4. Ability to read, write and speak English required.
• 5. Strong basic computer skills required.
• 6. Courteous and professional communication skills required to interact with internal and external customers.
• 7. Strong clerical and organizational skills needed to perform record keeping and scheduling duties.
• 8. Knowledge of Medical Terminology.

Employment Status

Full Time

Shift

Days

Equal Employment Opportunity

Company is an equal employment opportunity employer. Company prohibits discrimination against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (subject to applicable law), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories. Know Your Rights: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf