Call Center Representative | Full-Time, Day Shift

Phelps Health; Rolla, Northern (MO, KY); Hybrid; USD 32,000 - 46,000; Full time

Job summary

Phelps Health is seeking a Call Center Representative to improve accessibility of care by scheduling appointments, answering patient questions, and providing information with compassion. The role emphasizes accurate documentation, high-quality service, and adherence to HIPAA in a fast-paced environment.

Ideal candidates have strong communication skills, attention to detail, and a patient-centered approach. A high school diploma or GED is required, with healthcare-related education preferred and

Qualifications

• High school diploma or GED required.
• Post-secondary education in healthcare or related field preferred.
• Customer service experience required; 2+ years in 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.
• Maintains accurate and complete patient records 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 as needed to the Operations Manager.
• Uses de-escalation and service recovery techniques to support distressed callers and maintain patient satisfaction.
• Supports call center performance goals and participates in ongoing training while maintaining confidentiality and HIPAA compliance.

Skills

Communication skills

Attention to detail

De-escalation techniques

Fast-paced environment

Education

High school diploma or GED

Post-secondary education in healthcare (preferred)

Tools

Electronic health records (EHR)

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.*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.*