CALL CENTER REPRESENTATIVE FLSA: NON-EXEMPT Duties/Responsibilities: • Respond to patient inquiries via phone and digital platforms. • Resolve issues effectively and ensure a positive experience with each interaction. • Schedule appointments across all departments and accurately document patient messages in the appropriate systems. • Prioritize message urgency and route calls or requests to the appropriate department or staff member. • Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary. • Maintain accurate and up-to-date patient records in the electronic health record (EHR) system. • Ensure full compliance with HIPAA regulations when handling patient information. • Follow all training protocols and operational guidelines to ensure consistent, high-quality service. • Participate in virtual and in-person team meetings, training sessions, and performance reviews as required. • Support department and clinic operations by performing additional tasks as needed to enhance patient care. • Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement. • Perform additional tasks as needed to support the centers. Required Skills/Abilities: • Excellent verbal and written communication skills. • Excellent interpersonal and customer service skills. • Excellent organizational skills and attention to detail. • Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently. • Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy. • Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms. Education and Experience: • High School diploma or equivalent is required. • At least two years related experience is preferred. Physical Requirements: • Prolonged periods of sitting at a desk and working on a computer. • Must be able to lift up to 15 pounds at times. • Must be able to travel to various center locations as required.