Medical Call Center Receptionist

Job Summary

The Medical Call Center Receptionist role involves managing all incoming clinic phone calls with professionalism and efficiency, providing exceptional patient service, and ensuring smooth communication within a ENT clinic. The Medical Call Center Receptionist must posses excellent communication and multitasking skills, a compassionate phone manner, and the ability to handle patient inquiries and requests accurately and promptly.

Key Responsibilities:

• Professionally and courteously answer all incoming telephone calls, identifying the clinic and oneself clearly.
• Accurately schedule new patient appointments, follow-up visits, and procedures according to clinic protocols and physician availability.
• Efficiently manage appointment rescheduling and cancellations, ensuring minimal disruption to the schedule and communicating changes effectively to patients.
• Obtain detailed and accurate messages for physicians, nurses, and other clinical staff, ensuring all necessary information (patient name, date of birth, phone number, reason for call, urgency) is recorded and relayed promptly.
• Answer routine patient inquiries regarding clinic hours, directions, insurance information, appointment preparation, and other general information in a clear and concise manner.
• Confirm and update patient demographic and insurance information during phone interactions to maintain accurate records.
• Navigate and utilize the clinic's EHR system to access patient information, schedule appointments, and document phone interactions accurately and efficiently.
• Follow established protocols for processing prescription refill requests, ensuring accuracy and timely communication with the appropriate medical staff and pharmacies.
• Remain calm, empathetic, and professional at all times, especially when dealing with anxious or upset patients.
• Maintain patient confidentiality in accordance with HIPAA guidelines and clinic policies.
• Assist with other administrative tasks as needed, such as faxing, scanning, and basic data entry.
• Work effectively as part of the clinic team, communicating relevant patient information and escalating urgent matters appropriately.
• Performs additional tasks as assigned.

Skills/Abilities:

• Excellent verbal communication and active listening skills.
• Strong organizational and time-management abilities with the capacity to multitask effectively.
• Demonstrated ability to handle sensitive information with discretion and maintain confidentiality.

Education/Experience:

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in a medical office setting, preferably in a call center or front desk role.
• Experience with electronic health record (EHR) systems is highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.