Call Center Representative (3706)

US Heart and Vascular; Houston (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Comprehensive benefits package

Monday-Friday schedule

CME allowance

Job summary

US Heart and Vascular is hiring a Call Center Representative in Houston, TX to handle patient communications and appointment scheduling. The role requires strong communication, HIPAA awareness, and experience with EMR/ECW systems.

You will manage inbound/outbound calls, route clinical questions, and ensure timely escalation and follow-up. Monday–Friday schedule with full-time hours expected.

Qualifications

• High School Diploma or GED required.
• 1 year of call center/customer service experience preferred.
• Strong communication and interpersonal skills.
• Proficiency with EMR/EHR systems (ECW) and call center software.
• Ability to type at least 30 words per minute.
• Knowledge of medical terminology and healthcare processes.
• HIPAA compliance understanding.
• Ability to work independently and in a team.
• Attention to detail and analytical mindset.

Responsibilities

• Answer incoming calls within two rings.
• Reschedule appointments for office visits and tests.
• Route clinical calls to the appropriate team member via the EMR's telephone encounters.
• Escalate urgent patient issues when needed.
• Outbound calls to confirm testing appointments and visits.
• Coordinate with medical staff on non-clinical tasks like rescheduling.
• Maintain voicemail access and clear messages within 24 hours.
• Ensure all Telephone Encounters are cleared within 24 hours.
• Perform additional duties as needed.

Skills

Strong communication

Empathy and patience

Attention to detail

Analytical skills

Typing 30 wpm

Independent and team work

Fast learner

Proficiency in MS Word

Education

High School Diploma/GED

Tools

ECW/EHR system

Call center software

Microsoft Word

Job description

Call Center Representative (3706)

HCVA - Museo 8th Floor Main - Houston, TX 77004

Overview

• Position Type: Full Time
• Job Shift: Day
• Education Level: High School Diploma/GED
• Travel Percentage: None
• Category: Other Positions

Description

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.