Call Center Operator

Job Description – Call Center Operator

GENERAL SUMMARY OF DUTIES

The Call Center Operator is the first point of contact for patients at Columbia Medical Practice (CMP). This role ensures excellent customer service by handling incoming calls, scheduling appointments, and supporting daily operational needs of the call center. The Call Center Operator follows CMP policies and procedures while maintaining efficiency, accuracy, and professionalism.

SUPERVISION RECEIVED

Reports to the Call Center Manager.

RESPONSIBILITIES

Patient Interaction & Registration

• Answer incoming calls promptly and professionally using CMP standards.
• Register patients accurately in the EHR, including demographics, insurance, and eligibility verification.
• Inform patients of CMP insurance/payment policies.
• Assist with medical record requests and portal enrollment.

Appointment Scheduling

• Schedule patient appointments according to department/provider guidelines.
• Manage cancellations, no-shows, and reschedules.
• Optimize schedules for efficiency, including double bookings or extended hours when approved.
• Monitor call volume and assist in meeting call center performance goals.

Team Support & Communication

• Communicate effectively with providers, staff, and outside entities (labs, imaging centers, hospitals).
• Assist with training and onboarding of new call center staff.
• Provide coverage for coworkers as needed.
• Escalate issues or unusual calls appropriately.

EDUCATION & EXPERIENCE

• High school diploma or GED required.
• Associate degree in a clinical or business field preferred.
• Minimum 2 years of call center experience required; experience in a physician office preferred.

KNOWLEDGE & SKILLS

• Excellent verbal communication and active listening skills.
• Strong customer service orientation and ability to multitask.
• Proficiency with EHR systems and general office software.
• Knowledge of HIPAA and OSHA guidelines.
• Ability to work independently and as part of a team.

ENVIRONMENTAL & PHYSICAL DEMANDS

• Normal office environment with potential exposure to communicable diseases.
• Extended periods of sitting, phone use, and computer work.
• Must be able to multitask in a fast-paced setting and communicate clearly.