Call Center Representative | Full-Time, Day Shift

Phelps Health; Rolla (MO); On-site; USD 21,000 - 26,000; Full time

Job summary

Phelps Health, a Missouri-based healthcare system, seeks a Call Center Representative to improve access to care by scheduling appointments, answering questions, and providing information with compassion and respect.

The role requires accurate record-keeping, clear communication, and a commitment to patient privacy in a fast-paced call center environment.

Qualifications

• High school diploma or GED is required.
• Post-secondary education in healthcare or related field is preferred.
• Customer service experience is required, at least two years in a call center or medical office setting preferred.

Responsibilities

• Answers incoming calls promptly; documents, processes, and routes messages and requests appropriately.
• Assists patients with scheduling and provides accurate information while delivering compassionate, respectful service.
• Serves as a professional representative of the organization through phone, electronic, and written communication.
• Contains accurate and complete patient records and documentation in electronic systems to support continuity of care.
• Receives, interprets, and communicates detailed information clearly to ensure accurate scheduling and follow-through.
• Resolves patient questions and concerns by identifying needs, providing solutions, and escalating issues to the Operations Manager as needed.
• Uses de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain patient satisfaction.
• Supports call center performance goals and participates in ongoing training/mentoring while maintaining confidentiality and HIPAA compliance.

Skills

Effective communication

Attention to detail

Customer service

Education

High school diploma or GED

Healthcare-related post-secondary education (preferred)

Job description

Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri. No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.

General Summary

• The Call Center Representative supports accessibility of care by scheduling appointments, providing information, and assisting with patient questions and requests. The role delivers services with compassion, respect, and a focus on patient experience while ensuring accurate documentation and consistently meeting productivity and quality standards. Effective communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced call center environment are required.

Essential Duties And Responsibilities

• Answers incoming calls promptly; documents, processes, and routes messages and requests appropriately.
• Assists patients with scheduling and provides accurate information while delivering compassionate, respectful service.
• Serves as a professional representative of the organization through phone, electronic, and written communication.
• Contains accurate and complete patient records and documentation in electronic systems to support continuity of care.
• Receives, interprets, and communicates detailed information clearly to ensure accurate scheduling and follow-through.
• Resolves patient questions and concerns by identifying needs, providing solutions, and escalating issues to the Operations Manager as needed.
• Uses de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain patient satisfaction.
• Supports call center performance goals and participates in ongoing training/mentoring while maintaining confidentiality and HIPAA compliance.

Education

• High school diploma or GED required.
• Post-secondary education in a healthcare or related field preferred.

Work Experience

• Customer service experience is required, at least two years in a call center or general medical office setting preferred.

Certification/License

• N/A

Mental/Physical Requirements

• Ability to sit for extended periods and use a telephone and computer workstation.
• Ability to receive, comprehend, and express detailed information through oral communication and written materials.

Working Conditions

• Typical call center environment with frequent interaction with patients, providers, and clinical and support staff.
• Work is performed in a setting with frequent distractions and a moderate to high volume of incoming calls.
• Prolonged periods of sitting and continuous telephone and computer use.