Summary:  Under general supervision of the Revenue Cycle Analyst, the Call Center Agent will be responsible for professionally responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues.

Duties and Responsibilities include the following.  Other duties may be assigned.

1.         Answer telephone promptly and in a polite and professional manner*

2.         Obtain and enter accurate demographic information into practice management system*

3.         Schedule appointments properly and inform patient of items to bring to appointment*

4.         Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization*

5.         Act as a liaison for the patients of the clinic*

6.         Direct calls to other departments as necessary*

7.         Use sound judgment when handling calls, especially with irate patients*

8.         Understand when to escalate calls to medical personnel and/or managers*

9.         Positively contribute to staff morale and corporate culture*

10.       Ensure that work assignments and information gathered from day to day work is not shared with anyone and protects all patient and agency information*

11.       Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality*

12.       Ensure that our patients get the best possible care*

13.       Contact patients as required*

14.       Follow up with rescheduling missed appointments as assigned*

15.       Perform other duties as assigned to support Community Medicine Foundation’s



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


High school diploma or general education degree (GED); and a minimum of one year related experience and/or training; or equivalent combination of education and experience.

Associate degree preferred

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Fluent in writing, reading and speaking Spanish, preferable.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Knowledge, Skills and Other Abilities:

Intermediate computer skills

Must be able to handle patient situations with sensitivity, professionalism and tact

Must be comfortable working with diverse groups of people

Must be a team player

Excellent communication skills

Effective problem solving skills

Excellent customer service skills


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear.  The employee is frequently required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.  The employee is occasionally required to stand and walk.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Travel Requirements:

Occasionally you might be instructed to travel away from your primary work site to work at another site.  Please be reminded that you are an employee of Community Medicine Foundation, Inc., and you are expected to be available to work at any of the locations.  Personal extenuating circumstances that would prohibit you from traveling to another site may be taken into consideration.


Tagged as: call center, customer service, healthcare, medical, pharmacy