Call Center Representative | Full-Time, Day Shift

Phelps Health; Rolla (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

Phelps Health is seeking a Call Center Representative to support accessibility of care by scheduling appointments, providing information, and handling patient questions with compassion and efficiency.

The role emphasizes accurate documentation, quality service, and maintaining patient confidentiality in a fast-paced call center environment. A high school diploma or GED is required, with healthcare-related education preferred.

Qualifications

• High school diploma or GED required.
• Customer service experience required; 2+ years in call center or medical office preferred.
• Post-secondary education in healthcare or related field preferred.

Responsibilities

• Answers incoming calls promptly and documents messages accurately.
• Assists patients with scheduling and provides accurate information.
• Maintains accurate patient records in electronic systems to support continuity of care.
• Communicates detailed information clearly to ensure scheduling accuracy.
• Resolves patient questions by identifying needs, providing solutions, and escalating to the Operations Manager as needed.
• Supports call center performance goals and adheres to HIPAA compliance.

Skills

Customer service

Communication skills

Attention to detail

De-escalation techniques

HIPAA compliance

Education

High school diploma or GED

Healthcare-related post-secondary education (preferred)

Tools

EHR systems

Job description

## Call Center Representative | Full-Time, Day ShiftApplylocations: Phelps Health Hospitaltime type: Full timeposted on: Posted Yesterdayjob requisition id: JR103778**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.**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.*At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.*