Call Center Representative (Bassin)

The Call Center Representative is responsible for efficiently handling a high volume of inbound calls from new and existing patients in a full-time, remote capacity. This role serves as a key liaison between the organization and its patients, ensuring a positive first impression while delivering accurate information, compassionate service, and effective issue resolution. Patient satisfaction is central to all interactions and decision-making.

Key Responsibilities

• Answer high-volume inbound calls from new and existing patients in a professional, courteous, and timely manner
• Serve as the primary point of contact for new patient inquiries, appointment scheduling, and general information
• Accurately collect and document patient information using call-center software, scheduling, and billing platforms
• Address patient questions, concerns, and complaints with empathy, patience, and professionalism
• Take ownership of patient issues through to resolution or appropriate escalation
• Maintain compliance with company policies, HIPAA regulations, and confidentiality standards
• Collaborate effectively with clinical and administrative teams to ensure seamless patient experiences
• Maintain polished grammar, clear diction, and professional communication at all times

Required Skills and Qualifications

• Exceptional customer service and verbal communication skills
• Ability and willingness to demonstrate empathy and patience for a diverse patient population
• Polished grammar and clear diction are required
• Proficiency with computers and comfort navigating multiple software platforms
• Ability to remain focused, professional, and efficient in a fast-paced, high-call-volume environment
• Strong attention to detail and accurate data entry skills
• Flexible, adaptable, and team-oriented

Work Environment & Physical Requirements

• Full-time, remote position
• Requires being seated for the majority of the workday
• Ability to work independently in a distraction-free home environment
• Reliable high-speed internet connection required
• Professional demeanor and appearance are expected during virtual meetings and calls

Preferred Characteristics

• Patient-focused and service-driven
• Professional, articulate, and dependable
• Enjoys working in a structured, performance-driven environment
• Comfortable handling sensitive patient information with discretion and care