Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri.
No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family.
General Summary
- The Call Center Representative supports accessibility of care by scheduling appointments, providing information, and assisting with patient questions and requests. The role delivers services with compassion, respect, and a focus on patient experience while ensuring accurate documentation and consistently meeting productivity and quality standards. Effective communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced call center environment are required.
Essential Duties and Responsibilities
- Answers incoming calls promptly; documents, processes, and routes messages and requests appropriately.
- Assists patients with scheduling and provides accurate information while delivering compassionate, respectful service.
- Serves as a professional representative of the organization through phone, electronic, and written communication.
- Contains accurate and complete patient records and documentation in electronic systems to support continuity of care.
- Receives, interprets, and communicates detailed information clearly to ensure accurate scheduling and follow-through.
- Resolves patient questions and concerns by identifying needs, providing solutions, and escalating issues to the Operations Manager as needed.
- Uses de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain patient satisfaction.
- Supports call center performance goals and participates in ongoing training/mentoring while maintaining confidentiality and HIPAA compliance.
Education
- High school diploma or GED required.
- Post-secondary education in a healthcare or related field preferred.
Work Experience
- Customer service experience is required, at least two years in a call center or general medical office setting preferred.
Certification/License:
Mental/Physical Requirements
- Ability to sit for extended periods and use a telephone and computer workstation.
- Ability to receive, comprehend, and express detailed information through oral communication and written materials.
Working Conditions
- Typical call center environment with frequent interaction with patients, providers, and clinical and support staff.
- Work is performed in a setting with frequent distractions and a moderate to high volume of incoming calls.
- Prolonged periods of sitting and continuous telephone and computer use.
At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care.
