Primary Responsibilities:
• Incoming Call Management
• Answer and manage incoming patient calls professionally and efficiently
• Handle a high-volume call environment, with an expected volume of approximately 40–45 calls per day
• Provide timely assistance while maintaining a courteous, calm, empathetic, and professional manner
• Listen carefully to patients and identify the nature and urgency of each request
• Resolve non-clinical patient-service inquiries within the employee's authorized scope
• Route calls to the appropriate department, team member, or clinical staff member when necessary
• Follow established escalation procedures for calls that require additional assistance
• Minimize missed, abandoned, or unnecessarily transferred calls while maintaining service quality
• Collaborate effectively with clinical and administrative teams to ensure seamless patient care and follow-up
• Scheduling and Patient Coordination
• Schedule, reschedule, and cancel patient appointments according to established procedures
• Assist patients with appointment-related questions and requests
• Coordinate patient requests with the appropriate internal team when the request cannot be resolved directly
• Ensure scheduling information is entered accurately and completely
• Communicate appointment information clearly to patients
• Referral, Insurance, and Authorization-Related Support
• Assist with non-clinical questions related to referrals, insurance, and authorization processes within the employee's defined scope
• Obtain or document relevant information as required
• Route issues requiring specialized review to the appropriate staff member
• Avoid providing information or making determinations outside the employee's authorized responsibilities
• Prescription and Medication-Related Calls
• Receive and document patient calls related to prescription or medication requests
• Follow established procedures for routing medication-related requests to the appropriate clinical or authorized staff
• Do not independently provide medical advice, make medication decisions, alter prescriptions, or provide clinical recommendations
• Patient Messages and General Inquiries
• Accurately receive and document patient messages and requests
• Respond to general, non-clinical inquiries within the employee's scope
• Ensure messages requiring follow-up are routed to the appropriate person or department
• Provide clear expectations to patients regarding next steps when appropriate
Non-Negotiable:
• Prior healthcare-related work experience
• Familiarity with U.S. healthcare insurances
• Experience scheduling patients
• Prior call center, high-volume, and excellent patient service experience
• Strong verbal and written communication skills, given the call-based nature of this role
Required:
• Familiarity with electronic medical records (EMR/EHR) and patient management software
• Proficient in MS Office and standard office/administrative software
• Basic knowledge of medical terminology and patient care workflows
• Excellent typing and data entry skills
• Ability to communicate professionally and empathetically with patients
• Ability to work effectively in a high-volume call environment
• Strong attention to detail and accuracy
• Ability to multitask while maintaining quality and professionalism
• Ability to follow established procedures and escalation protocols
• Dependability and punctuality, particularly for the assigned overnight shift
• Ability to maintain confidentiality and handle protected patient information appropriately
Preferred / Advantage:
• 1–4 years of experience in a call center or healthcare administrative role
• Previous experience in a pain management setting (an advantage, not a requirement)
• Additional healthcare patient-service experience
• Experience with insurance verification
• Experience working with patients who may be experiencing frustration, discomfort, or heightened emotions