Patient Care Coordinator Call Center

Chicago ENT - Advanced Center for Specialty Care; Chicago (IL); On-site; USD 25,000 - 30,000; Full time

Job summary

Chicago ENT - Advanced Center for Specialty Care in Chicago, IL is seeking a Patient Care Coordinator – Call Center to manage inbound scheduling and patient communication across ENT, Sleep, Imaging, and related services. The role handles a high volume of calls, online requests, and referrals, ensuring timely and accurate appointments.

Reporting to the Call Center Lead, you will enter demographic and insurance data into the EMR, coordinate follow-up care, respond to inquiries via phone, web, SMS,

Qualifications

• Must type minimum 30 words per minute with ≥90% accuracy.
• Experience with EMR databases and Windows environment.
• High school diploma or equivalent required.

Responsibilities

• Meet Call Center performance standards (hold time, handling, first-contact resolution).
• Schedule and register patients for ENT, Sleep, Imaging, and other visits.
• Enter demographics, insurance, and appointment info accurately in EMR.
• Respond to patient and staff inquiries via phone, web, SMS, and EHR messaging.
• Monitor and complete tasks in the User, Scheduler queue.
• Review appointments scheduled by automated partners for accuracy.
• Manage Healow and Zocdoc online scheduling to ensure correct bookings.
• Contact patients to schedule, follow-up, and reschedule.
• Process inbound referrals to register patients.
• Provide information about appointment types, insurance, and options.
• Escalate clinical questions to the appropriate department.
• Other duties as assigned.

Skills

Typing 30 WPM

EMR system navigation

Windows environment

Education

High school diploma or equivalent

Job description

PATIENT CARE COORDINATOR – CALL CENTER

Our Call Center Patient Care Coordinators are responsible for managing inbound scheduling and patient communication across all departments within our organization (ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, Post-Operative, and any others as they apply). They serve as the primary point of contact for patients seeking appointments, follow-up care, and general assistance, ensuring inquiries are handled promptly, accurately, and professionally.

This role manages a high volume of telephone calls, electronic inquiries, online scheduling requests, referrals, and internal task assignments. Call Center PCC's monitor multiple communication platforms and work closely with providers and clinical teams to ensure patients are scheduled appropriately and receive timely follow-up. Their work is critical to maintaining access to care and delivering a responsive, patient-centered experience.

Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location.

This role will report to the Call Center Lead.

Primary Responsibilities

• Meet established Call Center performance standards, including but not limited to average hold time, call handling efficiency, first-contact resolution, accurate call routing, abandonment rate, and bounce/transfer rates, while maintaining a high level of professionalism and customer service.
• Schedule and register patients for a wide range of appointments, including ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, and Post-Operative visits.
• Ensure accurate entry of demographic, insurance, and appointment information into the electronic medical record (EMR).
• Respond promptly and professionally to patient, provider, and staff inquiries via telephone, voicemail, web, SMS, and EHR messaging.
• Monitor and complete tasks assigned to the "User, Scheduler" work queue.
• Review appointments scheduled by automated scheduling partners for accuracy and appropriateness.
• Review online appointments scheduled through Healow and Zocdoc to ensure they are booked correctly and obtain any missing information.
• Manage and respond to messages received through:
• NotifyMD (after-hours and overflow call service)
• PerfectServe (provider on-call communication)
• Healow online scheduling
• Zocdoc online scheduling
• Glacial Media website inquiries
• Department and staff voicemail boxes
• Specific system names or vendors for managing correspondence are subject to change (add or remove)
• Contact patients to schedule new appointments, coordinate follow-up care, and reschedule existing appointments as needed.
• Process inbound referrals to register patients referred to the practice.
• Provide knowledgeable responses to patients and family members regarding appointment types, preparation instructions, insurance requirements, and scheduling options.
• Escalate clinical questions or urgent concerns to the appropriate department.
• Other duties as individually assigned.

Required Qualifications

• High school diploma or equivalent required
• Ability to work within an EMR database and navigate through a Windows environment required
• Must be able to type a minimum of 30 words per minute with 90% or greater accuracy

Preferred Qualifications

• 1-5 years of experience as a healthcare call center representative, patient access representative, patient service representative, medical scheduler, medical assistant, or medical receptionist
• Bilingual in English and Spanish (speaking, writing, and comprehension)
• Experience working in a Sleep or ENT Specialist Office

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibility.

CERTIFICATES, LICENSES, REGISTRATIONS

None.

ENT is an Equal Opportunity Employer. We offer competitive salaries and benefits, including medical/dental, life and disability coverage, generous vision benefits, a 401 (k) plan with a match, vacation time, and weekends and major holidays off.

All applicants should be aware that employment is contingent upon the successful completion of a background check and drug screening. Failure to provide accurate information or pass these requirements may result in withdrawal of the employment offer.

Salary: $18 - $22 per hour