Entry Level Medical Assistant

Job Summary
We are seeking a dedicated and compassionate Entry Level Medical Assistant to join our call center team. This role is ideal for individuals looking to start their career in the medical field, providing essential support in various patient settings. The Medical Assistant will assist patients in delivering high-quality communication, ensuring a smooth operational flow.

Responsibilities

1. Log into RingCentral daily at the start of each shift to manage inbound calls.

2. Answer back-to-back incoming calls efficiently and professionally.

3. Provide basic information to callers, such as office address, fax number, office hours, and appointment confirmations.

4. Assess caller needs and transfer calls to the appropriate department or front desk for more in-depth inquiries.

5. Ensure accurate call routing by identifying which calls to transfer and which to handle directly.

6. Maintain call handling time goals while delivering excellent customer service.

7. Handle only inbound calls from 8:00 AM to 4:00 PM, ensuring smooth daily operations.

8. At 4:00 PM, transition to outbound tasks, including:

a. Checking and returning voicemails.

b. Following up on patient inquiries.

c. Registering new patients as needed.

9. Document relevant call details and escalate priority concerns as necessary.

10. Adhere to call center protocols and company policies to ensure a high standard of service.

Performance Requirements

• Punctuality & System Readiness
• Log into RingCentral on time daily and be ready to take calls at the start of the shift.
• Maintain consistent availability throughout scheduled work hours.
• Call Handling Efficiency
• Answer back-to-back calls promptly with professionalism and courtesy.
• Maintain an acceptable average call handle time while ensuring caller needs are met.
• Minimize hold times and unnecessary call transfers.
• Accuracy & Call Routing
• Correctly provide office information (address, fax number, hours, etc.).
• Accurately assess caller needs and determine whether to transfer or handle the inquiry.
• Ensure calls requiring in-depth assistance are routed to the appropriate department or front desk.
• Inbound & Outbound Call Compliance
• Handle only inbound calls from 8:00 AM – 4:00 PM with minimal call abandonment.
• At 4:00 PM, transition to outbound tasks (checking/responding to voicemails, returning patient calls, and registering new patients).
• Ensure voicemails are checked and responded to in a timely manner.
• Customer Service Excellence
• Maintain a friendly, professional, and patient-focused tone on all calls.
• Exhibit strong communication skills to provide clear and concise information.
• Handle difficult callers with patience and escalating issues as needed.
• Documentation & Compliance
• Accurately document call details in the system when required.
• Follow HIPAA and company policies to protect patient confidentiality.
• Escalate urgent concerns to the appropriate department following company guidelines.
• Teamwork & Adaptability
• Collaborate with front desk staff and other departments for smooth operations.
• Adapt to changes in call scripts, procedures, or technology as required.
• Maintain a positive and professional attitude in a fast-paced environment.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person