Job Description

Call Center Representative

We are looking for a dedicated and compassionate Call Center Representative to join our team in Gaithersburg, Maryland. This bilingual call center representative contract position supports patients by handling high-volume inbound and outbound calls. This role focuses on appointment coordination, patient support, and accurate documentation using Athena or other EMR systems.

Responsibilities:

• Answer high-volume inbound calls in English and Spanish
• Schedule, reschedule, and cancel patient appointments in EMR
• Provide accurate information regarding services, locations, and providers
• Verify patient information and insurance details
• Document all interactions thoroughly in Athena or EMR system
• Escalate urgent or complex issues as appropriate
• Maintain productivity and quality standards

Requirements:

• High school diploma or equivalent required
• 12 years of call center or patient services experience
• Bilingual: fluent in English and Spanish
• Experience with Athena or other EMR/EHR systems strongly preferred
• Excellent phone etiquette, data entry, and problem-solving skills
• Ability to work in a fast-paced, metrics-driven environment

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