Job Summary:

The Call Center Agent will be responsible for contacting recently discharged patients to
schedule follow-up appointments with a Nurse Practitioner. This role plays a critical part in
ensuring continuity of care and improving patient outcomes by proactively managing post discharge follow-up scheduling. The agent will handle both inbound and outbound calls,
provide accurate appointment details, and document all interactions within the system.

Key Responsibilities:

• Outbound Calls: Proactively reach out to discharged patients to schedule follow-up
appointments with the assigned Nurse Practitioner.
• Inbound Calls: Handle incoming calls from patients needing assistance with
appointment scheduling, rescheduling, or general inquiries.
• Appointment Coordination: Work with the clinical scheduling system to book,
confirm, or modify appointments based on availability and patient preferences.
• Patient Education: Provide clear and compassionate information regarding the
importance of follow-up care and address any initial concerns.
• Documentation: Accurately record call details, patient preferences, and
appointment confirmations in the electronic health records (EHR) system.
• Compliance & Confidentiality: Adhere to HIPAA regulations and company policies
to maintain patient privacy and data security.
• Escalation Management: Identify and escalate urgent medical concerns or patient
dissatisfaction to the appropriate healthcare team.
• Customer Service Excellence: Deliver a warm, empathetic, and professional
experience to all patients, ensuring high levels of patient engagement and
satisfaction.
• Collaboration: Coordinate with medical offices, Nurse Practitioners, and
administrative staff to ensure seamless scheduling.

Required Qualifications:

• Education: High School Diploma or GED required; Associate’s or Bachelor's degree
in healthcare, business, or communication preferred.
• Experience: 1-2 years of experience in a call center, healthcare, or customer service
role (preferred but not mandatory).
• Technical Skills: Experience with scheduling software and electronic health records
(EHR) is a plus. Proficiency in Microsoft Office (Word, Excel, Outlook).
• Communication Skills: Excellent verbal and written communication skills. Strong
active listening and problem-solving skills.
• Soft Skills: Patient and empathetic demeanor, especially when speaking with
recently discharged patients. Ability to multitask in a fast-paced environment. High
attention to detail and accuracy in data entry.

Preferred Qualifications:

• Previous experience in healthcare call centers, patient engagement, or medical
scheduling.
• Familiarity with HIPAA compliance and medical terminology