Medical Call Center Representative/assistant

Medical Call Center & Administrative Assistant Representative

Department: Operations / Patient Services & Administrative Support

Employment Type: Full-Time (40 hours/week) and Part-Time for Weekends

Schedule: M-F 4:00 PM to 12:00 AM EST (Full-Time) | Part-Time Schedule: Saturdays 4:00 PM to 12:00 AM EST and Sundays 8:00 AM to 4:00 PM EST

Location: Remote | Santiago, Dominican Republic

Company Overview

At Spectra Management, we connect high-performing global talent with leading U.S. healthcare and commercial organizations. On behalf of our premier healthcare partners, we are seeking a dedicated and compassionate Medical Call Center & Administrative Assistant Representative to serve as the vital first point of contact for patients, healthcare providers, and clinical teams, as well as provide direct administrative support.

Position Summary

The Medical Call Center & Administrative Assistant Representative plays a critical role in delivering an exceptional patient experience while supporting ongoing administrative operations. In this position, you will manage inbound and outbound patient communications, coordinate clinical appointments, handle non-clinical inquiries, and ensure accurate message routing within an Electronic Medical Record (EMR) system.

Additionally, during non-call volume hours, you will serve as a dedicated administrative assistant—managing executive and provider calendars, coordinating daily schedules, organizing administrative tasks, and executing essential assistant duties.

The ideal candidate possesses exceptional phone etiquette, strong active listening skills, high emotional intelligence, advanced Microsoft Office proficiency, and a strict commitment to patient privacy (HIPAA compliance). You must thrive in a fast-paced environment, seamlessly transitioning between high-volume calls and structured administrative work with poise, clarity, and empathy.

Key Responsibilities

• 1. Patient Experience & Inbound Call Management
  • Serve as the primary point of contact for patients, caregivers, insurance providers, and healthcare partners.
  • Answer high-volume inbound calls promptly, professionally, and courteously.
  • Assist patients with non-clinical questions regarding appointment availability, office locations, required paperwork, referrals, and general service inquiries.
  • Maintain a calm, empathetic, and solution-oriented approach when de-escalating upset or anxious callers.

• 2. Patient Scheduling & EMR Documentation
  • Schedule, reschedule, and cancel patient appointments accurately within the EMR system following practice-specific scheduling protocols.
  • Verify and update patient demographics, contact details, insurance information, and visit reasons during every interaction.
  • Document all calls, messages, and administrative actions in real time with high detail and zero errors.

• 3. Triage, Escalation & Message Routing
  • Adhere strictly to practice protocols to identify urgent or potential emergency medical situations.
  • Escalate urgent calls immediately to nurses, triage providers, or clinical staff according to established guidelines.
  • Strict Compliance Standard: Ensure no medical advice or clinical guidance is ever provided; maintain strict adherence to non-clinical operational boundaries.
  • Take detailed, accurate messages and route them to the appropriate department, provider, or administrative lead.

• 4. Executive Support & Assistant Duties (Non-Call Hours)
  • Step into a dedicated assistant role during low call volume or non-call hours to support leadership and operational leads.
  • Manage, update, and resolve scheduling conflicts on provider and executive calendars in real time.
  • Execute core administrative assistant duties, including inbox management, document preparation, and daily task coordination.
  • Maintain spreadsheets, draft professional correspondence, and log operational records using Microsoft Office tools.

• 5. Operational Quality & Team Collaboration
  • Meet and exceed call center key performance indicators (KPIs) regarding call quality, handle times, scheduling accuracy, administrative task completion, and attendance.
  • Collaborate effectively with on-site clinical teams, medical assistants, billing specialists, and management.
  • Participate in team huddles, quality assurance audits, and ongoing training programs.

Qualifications & Skills

Required Qualifications:

• Education: High School Diploma or equivalent.
• Experience: Minimum of 1–2 years of experience in a call center, customer service, executive assistant, or healthcare administrative environment.
• Communication: Exceptional verbal and written English communication skills with a professional, warm telephone and written manner.
• Technical & Software Proficiency: High proficiency and hands-on experience with Microsoft Office Suite (Word, Excel, Outlook, Teams). Must be comfortable managing calendars, drafting documents, and building simple spreadsheets. Fast/accurate typing skills and the ability to navigate multiple systems simultaneously are required.
• Soft Skills: High emotional intelligence, active listening, strong attention to detail, administrative organization, and resilience under pressure.

Preferred Qualifications:

• Prior experience in a medical office, medical call center, executive assistant role, or healthcare triage environment.
• Hands-on experience with Electronic Medical Records (EMR) and medical scheduling software (e.g., Athenahealth, eClinicalWorks, Epic, Cerner).
• Familiarity with basic medical terminology and HIPAA guidelines.
• Bilingual capabilities (English / Spanish) are a strong plus.

Performance Metrics & Quality Standards

Your performance and success in this role will be measured by a balance of productivity, administrative efficiency, and patient care quality, including:

• First-Call Resolution & Call Quality Scores
• Appointment Scheduling & EMR Documentation Accuracy
• Calendar Management Accuracy & Administrative Task Completion (Non-Call Hours)
• Speed of Answer & Average Handle Time (AHT)
• Attendance, Punctuality & Schedule Adherence
• Adherence to HIPAA and Compliance Protocols

Are you ready to take the next big step in your career? Join Spectra Management today!