Lead Call Center Representative

Kids for the Future; Bel Air (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

Kids for the Future is seeking a Lead Call Center Representative to oversee daily operations of the call center and support scheduling teams across multiple locations. This role provides leadership, training, and support to staff while ensuring exceptional customer service and efficient scheduling.

Responsibilities include monitoring call volume, coordinating patient appointments, verifying demographics and insurance, and maintaining EMR data.

Qualifications

• High school diploma or GED required.
• Minimum of three (3) years of medical scheduling or medical call center experience, preferably in a multi-provider specialty practice.
• Previous lead, senior, or supervisory experience preferred.
• Strong knowledge of medical terminology and scheduling workflows.
• Excellent customer service, verbal communication, and interpersonal skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with computer systems, electronic medical records (EMR), and scheduling software.
• Ability to maintain patient confidentiality and comply with HIPAA regulations.

Responsibilities

• Lead the daily operations of the centralized call center by providing guidance, training, coaching, and support to call center representatives.
• Monitor call volume, scheduling accuracy, and team performance to ensure service standards are met.
• Answer and manage high-volume incoming calls in a courteous, professional, and efficient manner.
• Schedule, reschedule, and coordinate new and established patient appointments using appropriate visit types, providers, and locations.
• Process patient referrals and obtain any required documentation prior to scheduling.
• Verify patient demographic and insurance information and ensure referrals and prior authorizations are completed when required.
• Review provider schedules to maximize efficiency, reduce scheduling gaps, and improve patient access.
• Communicate appointment details, preparation instructions, and scheduling updates to patients.
• Route non-scheduling calls to the appropriate department while ensuring a positive patient experience.
• Educate patients and referral sources regarding services offered by the organization.
• Collaborate with providers, clinical staff, and office personnel to resolve scheduling issues and support patient flow.
• Maintain accurate patient and scheduling information within the EMR and scheduling system.
• Assist with developing and maintaining scheduling workflows, standard operating procedures, and training materials.
• Train and onboard new call center staff and provide ongoing mentoring and performance support.
• Ensure compliance with HIPAA, organizational policies, and scheduling standards.

Skills

Leadership

Scheduling

Customer service

Communication

HIPAA knowledge

Education

High school diploma or GED

Tools

Prognocis EHR

Job description

• Location 2014 South Tollgate Road,Suite 205,Bel Air, MD, 21015,United States
• Required Degree High school

Job Summary

The Lead Call Center Representative is responsible for overseeing the daily operations of the call center while serving as the primary resource for the remote and in-person scheduling teams. This role provides leadership, training, and support to staff while ensuring exceptional customer service, accurate scheduling, and efficient management of patient communications across multiple locations. The Lead Call Center Representative works collaboratively with providers, clinical staff, referral sources, and patients to optimize scheduling workflows, improve patient access, and maintain operational efficiency.

Key Responsibilities

• Lead the daily operations of the centralized call center by providing guidance, training, coaching, and support to call center representatives.
• Monitor call volume, scheduling accuracy, and team performance to ensure service standards are met.
• Answer and manage high-volume incoming calls in a courteous, professional, and efficient manner.
• Schedule, reschedule, and coordinate new and established patient appointments using appropriate visit types, providers, and locations.
• Process patient referrals and obtain any required documentation prior to scheduling.
• Verify patient demographic and insurance information and ensure referrals and prior authorizations are completed when required.
• Review provider schedules to maximize efficiency, reduce scheduling gaps, and improve patient access.
• Communicate appointment details, preparation instructions, and scheduling updates to patients.
• Route non-scheduling calls to the appropriate department while ensuring a positive patient experience.
• Educate patients and referral sources regarding services offered by the organization.
• Collaborate with providers, clinical staff, and office personnel to resolve scheduling issues and support patient flow.
• Maintain accurate patient and scheduling information within the electronic medical record (EMR) and scheduling system.
• Assist with developing and maintaining scheduling workflows, standard operating procedures, and training materials.
• Train and onboard new call center staff and provide ongoing mentoring and performance support.
• Ensure compliance with HIPAA, organizational policies, and scheduling standards.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum of three (3) years of medical scheduling or medical call center experience, preferably in a multi-provider specialty practice.
• Previous lead, senior, or supervisory experience preferred.
• Strong knowledge of medical terminology and scheduling workflows.
• Excellent customer service, verbal communication, and interpersonal skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with computer systems, electronic medical records (EMR), and scheduling software.
• Ability to maintain patient confidentiality and comply with HIPAA regulations.

Preferred

• Associate degree in Healthcare Administration, Medical Office Administration, or a related field.
• Experience with Prognocis EHR or similar electronic medical record system.
• Experience scheduling specialty or surgical procedures.