Part of a Cardiology Team Known for Compassion and Trusted for Excellence– Be the Voice Patients Trust
Patient Services Representative (Call Center)
Do you have a passion for helping others, a calming voice, and a talent for making people feel seen—even over the phone? At Southern Oregon Cardiology, we're more than just a clinic—we're a community of medical professionals committed to delivering nationally recognized cardiovascular care with the warmth and compassion of a hometown practice.
We’re searching for a Patient Services Representative (Call Center) to be a supportive voice our patients hear. This isn’t just a call center job—it’s a chance to make a differenceevery day for people navigating important health decisions. Your empathy, attention to detail, and problem-solving mindset will help ensure each call leads to clarity, comfort, and exceptional care.
Position Summary: The Patient Services Representative (PSR): Call Center Coordinator is a crucial front-line team member responsible for delivering exceptional patient experiences. This role primarily focuses on answering incoming calls from patients, making outbound calls, scheduling patient appointments, and triaging calls and routing them to the correct employee or team. The Call Center Coordinator delivers exceptional service in every interaction while upholding patient confidentiality and contributing to the smooth daily operations of the clinic.
Key Responsibilities:
Patient & Appointment Management:
- Oversee all aspects of patient scheduling, including maintaining accurate patient demographics and insurance records.
- Ensure all scheduling requests are completed within one business day.
- Monitor doctor and advanced practice provider orders within the Electronic Health Record (EHR) system and contact patients to schedule follow up appointments as directed.
- Monitor doctor and advanced practice provider waitlists and ensure patients on the waitlist are communicated with and scheduled as possible.
- Document information concisely and correctly in the EHR system.
- Maintains assigned providers schedules ensuring that appointments are scheduled accurately.
- Reviews assigned providers schedules in advance of appointments to ensure accuracy and appropriateness.
Communication & Support:
- Serve as a primary point of contact for incoming calls, routing them to the appropriate person or department promptly and accurately.
- Communicate professionally and clearly with patients, making allowances for disabilities and addressing all questions and concerns, escalating to management when necessary.
- Liaise effectively with referring physician offices, hospitals, and other business partners.
- Communicate with business office personnel as needed.
Administrative & Operational Support:
- Respond to all EHR messages by end of day.
- Maintain a proper professional appearance and personal conduct.
- Participate in educational activities relevant to the role.
- Adhere to all organizational policies and procedures, including OSHA rules related to workplace safety and blood borne pathogens.
- Perform other duties and cross-train to general office tasks as requested by management.
Other Tasks:
- Participate in educational activities consistent with area of practice.
- Understand OSHA rules as it pertains to safety and blood borne pathogens.
- Adhere to all policies and procedures.
- Maintain a proper professional appearance and personal conduct.
- Maintain patient confidentiality. Follow all HIPAA regulations.
- Comply with all federal guidelines as it pertains to work duties.
- Perform other duties and cross-train to general office tasks as requested by management.
Qualifications:
- High school diploma or GED required.
- Proficiency in typing at least 40 words per minute.
- Basic computer literacy, including experience with Windows environments.
- Familiarity with phone etiquette and standard office equipment (copier, printer, fax).
- Strong organizational skills and attention to detail.
- Ability to identify problems and prioritize work effectively.
- Ability to perform well under stressful situations.
Job Type: Full-time
Pay: $18.00 - $26.64 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Medical Specialty:
Education:
- High school or equivalent (Preferred)
Language:
Shift availability:
Work Location: In person
