Call Center Representative

Job Summary

Monarch Medical Management is seeking a dependable and compassionate Call Center Representative to join our fast-paced, high call volume healthcare call center. As the first point of contact for our patients, you will be responsible for handling a large volume of incoming and outgoing calls, assisting with appointment scheduling, insurance verification, and supporting patients throughout their care journey.

The ideal candidate thrives in a busy environment, communicates clearly and empathetically, and remains organized under pressure. Strong attention to detail, multitasking ability, and a professional demeanor are essential.

Key Responsibilities

Patient Communication and Support

• Handle a high volume of inbound and outbound calls daily in a courteous and professional manner

• Use approved call scripts to assist patients with scheduling, inquiries, and follow-ups

• Focus on one-call resolution, directing calls or taking detailed messages when needed

Appointment Scheduling and Coordination

• Schedule, reschedule, and cancel appointments in eClinicalWorks (eCW)

• Complete necessary scheduling checklists (such as Ortho Spine or Ortho Extremity)

• Coordinate patient transportation (such as Uber) and confirm logistics

• Follow up on approvals and referrals with attorneys, clinics, and insurance carriers

Patient Records and Insurance Management

• Accurately collect and verify patient demographics and insurance details

• Maintain and update patient accounts, including Workers’ Compensation cases

Administrative Support and Documentation

• Enter, retrieve, and update patient records in electronic health systems

• Manage email communications with attorneys, providers, and internal departments

• Process medical record requests and send necessary documents securely

Compliance and Confidentiality

• Comply with HIPAA, privacy policies, and clinic procedures

• Stay current with healthcare regulations and insurance policy changes

Qualifications

• High school diploma or equivalent required; some college preferred

• Experience handling high call volumes in a healthcare or customer service setting is strongly preferred

• Familiarity with eClinicalWorks and medical terminology is a plus

• Strong multitasking skills and attention to detail

• Proficient in using computer systems and electronic health records (EHR)

• Excellent communication and interpersonal skills

Benefits

• Health, vision, and dental insurance after 60 days

• Paid time off (PTO)

• Continued education opportunities

• Retirement plan options

If you are passionate about helping others and thrive in a dynamic call center environment, we encourage you to apply.

Monarch Medical Management is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.