Scheduler, Patient Navigation (Call Center)

FL_HCH Holy Cross Hospital, Inc.; Silver Spring (MD); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Day 1 benefits

Medical/dental/vision insurance

PTO and 403B

Colleague Referral Program

DailyPay

Career growth opportunities

Job summary

Trinity Health seeks a Call Center Representative for Holy Cross Health in Maryland. This full-time Day Shift role handles high-volume patient calls, schedules appointments across specialties, and performs patient registration with insurance verification.

Proficiency in EMR/EHR (EPIC/NextGen) and Microsoft 365 is preferred, with strong communication throughout the patient journey. The position emphasizes accuracy, empathy, and teamwork within a fast-paced environment, offering competitive

Qualifications

• 1-2 years of call center experience in a high-volume environment with measurable KPIs.
• Experience in medical appointment scheduling and patient access workflows.
• Strong knowledge of medical terminology.
• Proficiency with EMR/EHR systems such as EPIC or NextGen.

Responsibilities

• Answer high-volume inbound calls with professionalism and empathy.
• Schedule medical appointments across multiple specialties using EMR systems and scheduling protocols.
• Perform comprehensive patient registration including demographics, insurance details, and coverage verification.
• Utilize medical terminology accurately during patient interactions and with clinical teams.
• Verify insurance benefits and document eligibility for accurate billing and patient flow.
• Maintain and meet call center KPIs such as call handling time, quality scores, and service levels.
• Provide exceptional customer service by addressing questions and requests with courtesy and efficiency.
• Use Microsoft 365 and other digital tools to manage tasks, communications, and documentation.
• Collaborate with management to support patient needs and scheduling.

Skills

Call center experience

High-volume calls

Customer service

Medical terminology

Multitasking

Microsoft 365

Education

High school diploma

Tools

EPIC

NextGen

Job description

Employment Type: Full time Shift: Day Shift Description: Holy Cross Health named Forbes America's Best Employer for Healthcare Professionals!

Position Summary: This is position requires prior medical appointment / healthcare scheduling experience and high-volume call experience. Holy Cross Medical Group is seeking a detail-oriented, compassionate, and customer-service driven Call Center Representative to support our physician practices through efficient and accurate appointment scheduling. Our call center Schedulers handle approximately 80 calls daily. As the first point of contact for our patients, you will play a pivotal role in ensuring a positive patient experience while meeting performance goals in a fast-paced, high-volume environment.

This is a full-time position Monday - Friday, 8:00 A.M. - 5:00 P.M EST. We offer excellent benefits starting your first day of employment!

Highlights

• Day 1 benefits, no waiting period!
• Comprehensive benefit packages available including medical, dental, vision, paid time off and 403B
• Colleague Referral Program to earn cash and prizes
• Unlimited career growth opportunities
• Trinity Health offers
• DailyPay - if you're hired as an eligible colleague, you'll be able to see how much you've made every day and transfer your money any time before payday

What you will do

• Answer high-volume inbound calls with professionalism, empathy, and outstanding phone etiquette.
• Schedule medical appointments across multiple specialties using electronic medical record (EMR) systems and medical office scheduling protocols.
• Perform comprehensive patient registration, including demographic updates, insurance details, and verification of coverage and benefits.
• Utilize medical terminology accurately during patient interactions and when communicating with clinical teams.
• Verify insurance benefits and document eligibility to ensure accurate billing and seamless patient flow.
• Maintain and meet call center KPIs such as call handling time, quality scores, accuracy, and service-level metrics.
• Provide exceptional customer service by handling patient questions, concerns, and requests with courtesy and efficiency.
• Use Microsoft 365 and other digital tools to manage daily tasks, communications, and documentation.
• Collaborate with department management (manager, team lead, supervisor) to support patient needs and appropriate scheduling.

What you will need

• High school diploma required or higher level of education preferred.
• 1-2 years of call center experience in a high-volume environment with measurable KPIs.
• Medical office or healthcare call center experience (previous work in a medical group or large healthcare system preferred).
• Strong knowledge of medical terminology.
• Experience with medical appointment scheduling and patient access workflows.
• Proficiency in patient registration processes.
• Demonstrated ability with insurance verification of benefits (commercial, Medicare, Medicaid).
• High level of computer literacy, including Microsoft 365 applications.
• Excellent interpersonal communication and exceptional phone etiquette.
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism.
• Experience with EMR/EHR systems (e.g., EPIC, NextGen, or similar).
• Call Center Agent certification a plus.

Working Conditions

Requires long periods of sitting in a cubicle answering phones in Call Center environment.

Position Highlights and Benefits

We serve together in the spirit of the Gospel as a compassionate and transforming healing presence within our communities.

We live and breathe our guiding behaviors: we support each other in serving, we communicate openly, honestly, respectfully, and directly, we are fully present, we are all accountable, we trust and assume goodness in intentions, and we are continuous learners.

Ministry/Facility Information

A member of Trinity Health, one of the largest multi-institutional Catholic health care delivery systems in the nation, Fort Lauderdale-based Holy Cross Hospital, dba Holy Cross Health, is a full-service, not-for-profit, Catholic, teaching hospital operating in the spirit of the Sisters of Mercy. We are the only not-for-profit Catholic hospital in Broward and Palm Beach counties. Through strategic collaborations and a commitment to being a person-centered, transforming, healing presence, the 557-bed hospital offers progressive inpatient, outpatient and community outreach services and clinical research trials to serve as our community’s trust.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care.

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we're 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services.

Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs. For more information, visit http://www.trinity-health.org. You can also follow Trinity Health on LinkedIn.