Call Center Representative (3706)

US Heart & Vascular; Houston (TX); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Comprehensive benefits package

CME allowance

Job summary

US Heart & Vascular is seeking a Call Center Representative for Houston Cardiovascular Associates in Houston, TX. This full-time role requires handling incoming calls, scheduling, and routing to clinical staff with a focus on HIPAA-compliant patient care.

Ideal candidates will have 1+ year experience, strong communication, and proficiency with ECW and call center software. The position offers a Monday–Friday schedule and benefits.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 1 year of experience in a call center or healthcare setting.
• Strong communication and interpersonal skills.
• Proficiency with call center software and ECW systems.
• Ability to use Microsoft Word for basic correspondence.
• Knowledge of medical terminology and basic healthcare processes.
• Empathy, patience, and a customer-focused approach.
• Attention to detail and analytical skills.
• Knowledge of HIPAA and healthcare regulations.
• Able to work independently and in a team.
• Typing speed of at least 30 WPM.

Responsibilities

• Answer all incoming calls within two rings.
• Reschedule office visits and testing appointments.
• Direct clinical calls using TE in the EMR.
• Escalate urgent patient issues to supervisors when needed.
• Outbound calls to confirm testing appointments.
• Coordinate with medical staff on non-clinical tasks.
• Set status to unavailable or wrapping up to reduce bounced calls.
• Monitor voicemail boxes and triage messages daily.
• Clear all voicemails within 24 hours.
• Clear Telephone Encounters within 24 hours.
• Perform additional duties as needed.

Skills

Communication skills

Interpersonal skills

Typing 30 WPM

Education

High School Diploma or GED

Tools

Call center software

ECW systems

Job description

Job Details: Job Location: HCVA - Museo 8th Floor Main - Houston, TX 77004, Position Type: Full Time, Education Level: High School Diploma/GED, Travel Percentage: None, Job Shift: Day, Job Category: Other Positions, US Heart and Vascular is in need of a Call Center Representative for Houston Cardiovascular Associates in Houston, TX.

Responsibilities:

• Answer all incoming calls within two rings.
• Handle appointment rescheduling for office visits and testing appointments.
• Direct clinical calls to the appropriate clinical team member using a telephone encounter (TE) in the EMR.
• Escalate urgent patient issues as needed using the TE escalation pathway or reaching out to a supervisor.
• Outbound calls: Confirm testing appointments for assigned physicians, and office visits as needed.
• Work with medical staff for assigned physicians to work on non-clinical tasks such as rescheduling.
• Change status to unavailable or wrapping up as needed to ensure a low rate of bounced calls.
• Monitor voicemail box and triage messages.
• All voicemail boxes must be cleared within 24 hours of receipt. Personal voicemail must be monitored daily and group voicemail monitored as assigned.
• Ensure all Telephone Encounters are cleared within 24 hours of receipt.
• Additional duties as assigned based on practice needs.

Requirments:

• Minimum of 1 year of experience
• High School Diploma or equivalent is required
• Strong communication and interpersonal skills.
• Proficiency in using call center software and electronic health record (ECW) systems
• Ability to use Microsoft Word basic correspondence
• Knowledge of medical terminology and basic healthcare processes
• Empathy, patience, and a customer-centric approach to patient care
• Strong attention to detail and analytical skills
• Knowledge of healthcare compliance and regulations, including HIPAA
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Ability to type a minimum of 30 WP

Why Choose Us?

• Comprehensive benefits package
• Monday-Friday schedule
• CME allowance

About Houston TX:

Houston is a diverse city with a booming job market in energy, healthcare, and tech. It has no state income tax, an affordable cost of living, and world-class dining and entertainment. Green spaces, museums, and pro sports teams add to its appeal. Whether for career growth or culture, Houston has it all.