Call Center Representative | Full-Time, Day Shift

LE01 Phelps County Regional Medical Center; USA; Vor Ort; USD 21.000 - 26.000; Vollzeit

Zusammenfassung

Phelps Health in Missouri is seeking a Call Center Representative to enhance access to care by scheduling appointments, answering questions, and guiding patients through next steps with empathy and accuracy. In this role you will document interactions in electronic records, coordinate with providers, and strive to meet productivity and quality standards while protecting patient confidentiality.

The ideal candidate has at least two years of customer service experience in a healthcare setting and

Qualifikationen

• Customer service experience is required, preferably in a call center or medical office setting.
• Strong communication skills and attention to detail are essential.
• High school diploma or GED required; healthcare-related education is a plus.

Aufgaben

• Answer incoming calls promptly and route messages appropriately.
• Assist patients with scheduling and provide accurate information with empathy.
• Maintain accurate patient records in electronic systems to support continuity of care.
• Use de‑escalation techniques to resolve concerns and maintain patient satisfaction.
• Protect patient confidentiality and adhere to HIPAA requirements.

Kenntnisse

Customer service

Communication

Attention to detail

Ausbildung

High school diploma or GED

Jobbeschreibung

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!

Phelps Health serves over 200,000 residents in south-central Missouri. Phelps Health is county‑owned, non‑tax supported and is overseen by a five‑member elected board. Phelps Health employs more than 1,900 people, including 100‑plus providers. Phelps Health, which includes a hospital licensed for 240 patient beds, serves a six‑county area, with its main campus and several clinics located in Rolla, Missouri. Phelps Health also has clinics in Salem, St.James, Vienna and Waynesville, Missouri.