Clinical Call Center Representative

Heartland Women's Healthcare is seeking a Clinical Call Center Representative to join their team! The Clinical Call Center Representative will serve as the first point of contact for patients, acting as a crucial link between patients and clinical staff. They are responsible for handling high-volume incoming/outgoing calls, scheduling appointments, and performing triaging tasks under strict HIPAA compliance. The goal is to provide compassionate, accurate, and efficient service to ensure optimal patient care.

Job Responsibilities

• Answer high-volume inbound calls professionally, providing information and support with empathy.
• Schedule, reschedule, or cancel patient appointments across multiple facilities, ensuring optimal provider capacity.
• Screen calls for urgent/emergency needs (911) and accurate triage/route calls to nursing staff, providers, or relevant departments.
• Meticulously document all patient interactions, inquiries, and messages within the Electronic Health Record (EHR) system.
• Strictly adhere to HIPAA regulations to protect patient confidentiality and personal health information (PHI).
• Conduct outbound calls to relay test results as instructed by the provider. Create orders for diagnostic testing and calling in medication refills/orders.

Job Qualifications

• High School Diploma or GED required.
• Must hold a current license of RMA, CMA, LPN or RN.
• 1–2 years of experience in a medical office, clinic, or healthcare call center environment.
• Strong understanding of medical terminology and anatomy.
• Experience with EHR/EMR systems (e.g., Athena, Epic) and Microsoft Office Suite.
• Exceptional verbal and written communication skills with the ability to maintain composure during high-pressure or emotional situations.
• Ability to sit and work for extended periods, including typing and phone-based communication.
• Must maintain a confidential, distraction‑free, HIPAA‑compliant environment when working remotely.

Benefits & Compensation:

• Competitive Compensation
• Health, Dental, and Vision Insurance
• Health Savings Account (HSA) and Flexible Savings Account (FSA) Option
• 401k Retirement Plan
• Life and Disability Insurances
• Paid holidays/PTO
• Salary Range:
  • Please note compensation is based on experience.

Restrictions apply based on pay classification (full-time, part-time, or PRN)

Please note: Heartland Women’s Healthcare of Advantia Health is dedicated to providing unparalleled healthcare to our customers by employing the most highly-qualified individuals. If you are selected for further consideration, you will be subject to a background investigation. COVID-19 and Flu vaccination is a required condition of employment.

Advantia Health is an Equal Opportunity Employer that is committed to global diversity: It is a place where good people want to work, and customers want to continue to engage EOE M/F/D/V.