Clinical Call Center Representative Urology (Medical Assistant)

Lifespan; Providence (RI); On-site; USD 25,000 - 41,000; Full time

Job summary

Brown University Health is seeking a Clinical Call Center Representative to handle a high volume of patient inquiries, schedule appointments, and route calls to the appropriate staff. The role emphasizes empathy, accurate information, and efficient service.

Candidates should have a high school diploma or GED, and medical assistant program certification preferred; salary range is $18.13-$29.90 per hour, with day shifts 8am-5pm at 195 Collyer Street, Providence, RI.

Qualifications

• High school diploma or GED required.
• Medical Assistant Program certification preferred.
• Previous call center experience preferred.
• Knowledge of medical terminology.

Responsibilities

• Handle high volume inquiries via phone, email, and other channels.
• Provide information on medical products, services, billing, and technical support.
• Maintain and update patient records in the EMR system.
• Record patient information and inquiries per established protocols.
• Route calls to appropriate health staff and verify insurance details.
• Resolve complaints professionally and collaborate with team on complex inquiries.
• Stay updated on medical terminology and industry regulations.
• Advocate for callers to ensure patient experience.

Skills

Medical terminology knowledge

Call center experience

Communication skills

Education

High school diploma or GED

Medical Assistant Program certification preferred

Tools

EMR system

Job description

SUMMARY:

The Clinical Call Center Representative is responsible for providing exceptional customer service and support. This role will act as the first point of contact for callers, providing efficient customer relationship management. It will involve scheduling patient appointments, managing patient inquiries, and facilitating communication between patients and healthcare staff. This role needs to demonstrate strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Provide accurate and relevant information to customers regarding medical products, services, billing and technical support.
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• All other job duties as assigned within the scope of a call center representative.

EDUCATION:

• High school diploma or GED
• Graduate of a Medical Assistant Program, certification preferred.

EXPERIENCE/SKILLS:

• Previous call center experience preferred.
• Medical terminology knowledge
• Knowledge of common safety hazards and precautions necessary to maintain a safe work environment.
• Ability to communicate appropriately and effectively.
• Ability to represent the organization and serve customers in a professional manner and the ability to establish and maintain effective, professional working relationships with patients, physicians, supervisors and peers.

SUPERVISORY RESPONSIBILITY:

None.

Pay Range:

$18.13-$29.90

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

195 Collyer Street - N/A Providence, Rhode Island 02903

Work Type:

M - F 8am - 5pm

Work Shift:

Day

Daily Hours:

8 hours

Driving Required:

No