Senior Patient Call Representative

SCA Health; Muncie (IN); Hybrid; USD 22,000 - 25,000; Full time

Benefits offered by this job

Health insurance

401k with company match

Paid time off

Life and disability insurance

Job summary

SCA Health is seeking a Call Center Representative to be the first point of contact for patients and the public across multiple locations. You will answer calls, triage needs, schedule appointments, and route inquiries to the appropriate teams to ensure accurate and timely patient care.

The role emphasizes staying in a queue-based system with constant coverage, confidentiality, and ongoing training. Experience in medical call centers and EMR familiarity are a plus.

Qualifications

• High school diploma or GED required.
• Minimum 6 months of call center or high-volume phone experience, preferably in a medical or clinical setting.
• Knowledge of medical terminology is preferred.
• Strong computer skills and comfort using multiple systems and dashboards.
• Experience with EMR/EHR platforms and online scheduling is a plus.

Responsibilities

• Answer and triage incoming calls promptly and professionally.
• Accurately schedule appointments using provider-specific codes and tools.
• Route callers to the correct department or team, maintaining confidentiality.
• Transfer calls to clinical staff, billing, physical therapy, or surgical teams as needed.
• Use FormDr and Athena dashboards to process requests and manage appointments.
• Maintain and update work log, rescheduling patients when calendars change.
• Assist clinical teams with creating medical charts in the EMR system.
• Support scheduling needs and communicate on-call physician schedules.

Skills

Call center experience

Medical terminology

Computer literacy

EMR/EHR familiarity

Multi-system navigation

Education

High school diploma or GED

Tools

Athena

FormDr

Scheduling systems

EMR/EHR platforms

Job description

Overview

At SCA Health, we believe health care is about people – the patients we serve, the physicians we support and the teammates who push us forward. Behind every successful facility, procedure or innovation is a team of 15,000+ professionals working together, learning from each other and living out the mission, vision and values that define our organization.

As part of Optum, SCA Health is redefining specialty care by developing more accessible, patient-centered practice solutions for a network of more than 370 ambulatory surgical centers, over 400 specialty physician practice clinics and numerous labs and surgical hospitals. Our work spans a broad spectrum of services, all designed to support physicians, health systems and employers in delivering efficient, value-based care to patients without compromising quality or autonomy.

What sets SCA Health apart isn’t just what we do, it’s how we do it. Each decision we make is rooted in seven core values:

• Clinical quality
• Integrity
• Service excellence
• Teamwork
• Accountability
• Continuous improvement
• Inclusion

Our values aren’t empty words – they inform our attitudes, actions and culture. At SCA Health, your work directly impacts patients, physicians and communities. Here, you’ll find opportunities to build your career alongside a team that values your expertise, invests in your success, and shares a common mission to care for patients, serve physicians and improve health care in America.

At SCA Health, we offer a comprehensive benefits package to support your health, well-being, and financial future. Our offerings include medical, dental, and vision coverage, 401k plan with company match, paid time off, life and disability insurance, and more. Please visit, https://careers.sca.health/why-sca, to learn more about our benefits.

Your ideas should inspire change. If you join our team, they will.

Responsibilities

As a Call Center Representative in our specialty clinic, you will serve as the first point of contact for patients and the public, representing over 40 providers across 5 office locations, 2 physical therapy sites, and 2 surgical centers. Our team prides itself on providing live, local, and personalized service—no outsourcing, just a close-knit and committed team focused on exceptional patient care. Your primary responsibility is to answer and triage incoming calls efficiently, accurately schedule appointments, and ensure the patient is routed to the right team or information—getting it right the first time is essential.

• Promptly answer, evaluate, and route incoming calls based on patient needs, using sound judgment and established protocols.
• Schedule appointments accurately using designated event codes, auto search scheduling, and job aids specific to each provider.
• Accurately interpret caller needs and route to the correct team member, voicemail, or department—triaging effectively is a critical part of this role.
• Transfer calls to appropriate departments including clinical staff, billing, physical therapy, or surgical teams.
• Utilize FormDr, a web-based dashboard to:
• Process new patient appointment requests
• Utilize Athena, a web-based dashboard to:
• Schedule/reschedule appointments at patient request
• Maintain and update the work log to:
• Reschedule patients due to provider calendar changes
• Move patients up in the schedule when earlier slots open
• Assist clinical teams with creating medical charts in the EMR system and support their scheduling/rescheduling requests.
• Monitor and follow the physician on-call schedule and communicate accordingly with the answering service.
• Sort and deliver incoming/outgoing mail to appropriate departments daily.
• Answer emergency calls in accordance with established procedures.
• Maintain patient and provider confidentiality at all times.
• Participate in ongoing training, meetings, and professional development as required.
• Remain seated and actively available throughout scheduled shifts—phones ring in a queue-based system requiring constant coverage. Logging out when unavailable is crucial to our success.

Qualifications

• High school diploma or GED required.
• Minimum 6 months of call center or high-volume phone operations experience, preferably in a medical or clinic environment.
• Knowledge of medical terminology is preferred.
• Strong computer skills and comfort working with multiple systems and dashboards.
• Previous experience with EMR/EHR platforms and online scheduling systems is a plus.

USD $16.00/Hr. USD $18.00/Hr.