Call Center Specialist

Southwoods Health; Boardman (OR); On-site; USD 36,000 - 48,000; Full time

Job summary

Southwoods Health is seeking a Call Center Specialist to join our Boardman team. The role involves handling inbound and outbound patient calls, scheduling encounters, and verifying insurance through pre-registration processes.

You will capture demographic data accurately in the EMR, route referrals, and provide cost estimates to self-pay patients while maintaining compassionate, high-quality customer service. Adherence to regulatory standards is essential.

Qualifications

• 1–2 years of call center or medical office experience.
• Experience handling inbound/outbound calls and managing patient data.

Responsibilities

• Answer incoming calls and route to the appropriate party, taking accurate messages.
• Schedule patient appointments efficiently.
• Update demographic and insurance information in the EMR with verification software.
• Route physician referrals to correct receivers.
• Provide self-pay cost estimates and complete physician office documentation.
• Answer patient inquiries with clear, professional information.
• Maintain compliance with OSHA, ODH, BOP, TJC and related regulations.
• Perform other administrative duties as assigned.

Skills

Call center experience

Medical terminology

Customer service

Communication

Education

Business office operations coursework

Medical terminology training

Job description

Location: Boardman, OH (Main Office – Southwoods Executive Centre)

Schedule: Full-time, Monday – Friday, 7:30 AM – 4:00 PM

About The Role

Southwoods Health is seeking a professional Call Center Specialist to join our team at the Southwoods Executive Centre in Boardman. In this role, you will be responsible for managing inbound and outbound patient calls. Primary duties include scheduling patient encounters, accurately capturing demographic data, and verifying insurance through our pre-registration process. As the initial point of contact for our patients, you will play a critical role in ensuring they receive an exceptional, compassionate customer service experience.

Essential Duties & Responsibilities

• Answer incoming calls, route them to the appropriate party, and take accurate messages when necessary.
• Schedule patient appointments efficiently.
• Update patient demographic and insurance information accurately within the EMR system using verification software.
• Route physician referrals to the correct receiving offices or medical facilities.
• Provide self-pay patients with accurate cost estimates and complete all required documentation for the physician's office.
• Answer patient inquiries and provide detailed information both in person and over the phone.
• Maintain strict compliance with all regulatory agencies (e.g., OSHA, ODH, BOP, TJC) across assigned physician practices.
• Perform other administrative duties as assigned.

Qualifications

• Education: Training or completed coursework in business office operations, computer skills, and medical terminology.
• Experience: 1–2 years of experience in a call center or medical office setting is preferred.
• Skills: Strong communication, problem-solving skills, and meticulous attention to detail.
• Customer Service: Excellent de-escalation skills and a commitment to maintaining a professional, ethical demeanor at all times.

Why Southwoods Health?

At Southwoods, it's not just about the treatment, but how you're treated. We pride ourselves on delivering patient-centered care and fostering a supportive, friendly work environment.