Call Center Specialist

Arthritis and Rheumatism Associates, PC; Rockville (MD); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

FSA

HSA

Life Insurance

401K Contributions

Disability Insurance

Paid Time Off

Every Friday off

Tuition Assistance

Free Parking

Paid Maternity/Paternity Leave

STD/LTD/ADD Insurance

Job summary

Arthritis and Rheumatism Associates, PC in Rockville, MD seeks a Call Center Specialist. This full-time role involves substantial patient communication, scheduling, and data entry in a fast-paced environment.

Initially in-office with potential for a hybrid arrangement after six months, the clinic operates four days a week (Mon-Thu), with Fridays off for team-building and flexibility. The position emphasizes clear written and spoken communication, patient empathy, and multitasking across multiple

Qualifications

• Bachelor's degree or equivalent experience preferred.
• High school diploma with 3+ years Call Center experience in a fast-paced environment.
• Customer service experience in a call center setting.
• Experience in healthcare or physician practice environments.
• Strong computer and telephone etiquette.

Responsibilities

• Answer calls and schedule appointments for all locations.
• Schedule appointments for new and existing patients.
• Verify patient status (new vs existing) in the system.
• Create patient charts if new to ARA.
• Enter demographics and verify information for scheduling.
• Warm transfer calls to appropriate department.
• Create tasks in Nextgen to communicate with providers or teams.
• Schedule patients with correct provider and location.
• Send messages to front desk for same-day or late arrivals.
• Handle portal messages from patients.
• Transfer patients to Business office for same-day cancellations and fees.
• Run daily error reports to catch scheduling issues.
• Assist with scheduling or canceling as needed by other areas.
• Work well in a team or individually.

Skills

Communication

Customer Service

Multitasking

Written Communication

Patience & empathy

Telephone etiquette

Education

Bachelor's

High School Diploma with 3 years Call Center experience

Medical office experience

Tools

Computer Knowledge

Job description

Description

JOB TITLE:

Call Center Specialist

LOCATION:

Rockville, MD

HOURS:

4 DAY WORK WEEK - Monday - Thursday (Full-Time)

PAY:

$22/hr

FREE PARKING AT ALL 7 OFFICE LOCATIONS!

Benefits

• Health/Dental/Vision Insurance
• FSA
• HSA
• Life Insurance
• 401K Contributions
• Disability Insurance
• Paid Time Off
• Every Friday off
• Tuition Assistance
• Free Parking
• Paid Maternity and Paternity Leave
• STD/LTD/ADD Insurance (short-term disability, long-term disability and accidental death and dismemberment insurance)

Reports To:

Call Center Manager

Supervision Exercised:

No Supervision required in this role

Position Summary

This is a position that requires a lot of communication with Patients, Providers, and Family Members of patients. There is a lot of verbal and written communications internally as well as externally. It requires a lot of Multitasking and being able write clearly and concisely. You need to have a lot of patience and empathy as well as being able to work in a fast-paced environment, with a high volume of calls. The Call Center Specialist reports to the Call Center Manager. It is a full-time position that may be stressful at times but also has the potential to be a Hybrid Position working in the Calhoun office two days a week and home two days a week after completing six months of employment. Arthritis and Rheumatism is an organization that works four days a week, Monday Through Thursday, 36 hours a week.

Key Duties & Responsibilities

• The key duties are answering calls and Scheduling Appointments for all locations
• Scheduling appointments for New and Existing Patients
• Verify the system to see if the patient is new or existing
• Create a chart for the patient if they are New to ARA
• Enter all the patient’s demographics in the system
• Verify all the information to get the patient scheduled for an appointment
• Warm transfer calls to the appropriate department (Example: Eligibility, Business, Front Desk)
• Create a task message in the Nextgen system when you need to get a message to the Provider, or to a specific group of people.
• Get patients scheduled with the correct provider in the correct location
• Send messages to the front desk when patients same day or running late to the appointment.
• Work portal messages that are received from the patients through portal communications.
• Transfers patients to the Business office when there is a same day cancel to get the fee paid
• Call Center Specialists are responsible for working daily task that are assigned to the Call Center from Providers or other Departments.
• Call Center is responsible to run daily error reports to capture and correct any scheduling errors for the beginning of their shift and at the end of the shift.
• Call Center performs any other related work that is assigned.
• Assist with scheduling or cancelling appointments when asked by other areas.
• Able to work in a team as well as individually

Qualifications

• Bachelor's
• Hight School Diploma with 3 years of Call Center experience in fast pace enviroment
• Customer Service Experience in Call Center Setting
• Experience working in HealthCare or Physicians Practice
• Computer Knowledge
• Telephone etiquette
• At least one year of medical office experience as a medical Receptionist

Working Conditions / Other

• This is initially an in-office position with potential to become Hybrid after six months of successful job performance.
• No weekends required
• One Friday every quarter for team quarterly meetings
• Requires prolonged sitting. Requires eye-hand coordination and manual dexterity to operate a computer keyboard, telephone, copier, fax machine. Vision must be correctable, and hearing must be in the normal range for telephone work. Must be able to perform multiple tasks at one time as well as handle interruptions. Computer work comprises most of the day. Work can be stressful and fast-paced.

Disclaimer

• The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Salary Description

$22/hr.