Call Center Coordinator Job at Neurology Consultants of Dallas in Dallas

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The Call Center Representative (CCR) is the first point of contact for patients and referring providers. This position is responsible for managing a high volume of incoming calls, scheduling patient appointments, verifying insurances, coordinating referrals, and ensuring accurate patient registration. The CCR delivers excellent customer service while handling sensitive medical, financial, and personal information with professionalism and confidentiality.

Responsibilities

• Answer all incoming calls promptly and professionally; manage calls to meet caller needs. When handling calls, transfer as required, schedule patient appointments, avoid voicemail when reasonably possible, and avoid personal discussions not relevant to the caller.
• Send pages to hospital providers.
• Schedule patient appointments:
  • Obtain and enter accurate demographic information into organization systems.
  • Schedule appointments per policies and procedures; review date, time, location, and provider with caller.
  • Inform caller of items to bring to appointment (driver’s license/ID, insurance card, medications, office visit fee, and income verification if applicable).
  • Remind caller to arrive 15–30 minutes before scheduled appointment to complete paperwork.
  • Remind caller of cancellation/no-show policy and appointment details.
  • Send portal invite to patients who have not established a patient portal.
  • Answer questions and provide information to ensure patient-focused service and positive impression of the organization.
  • Scan records into patient charts.
• Act as a liaison for patients and Neurology Consultants of Dallas: direct calls to other departments as needed; use sound judgment handling upset patients; escalate when appropriate to physicians/practice manager/triage nurse.
• Respond to and comply with information requests; maintain operations by following policies and procedures; report needed changes.
• Work as a team member and support coworkers to meet departmental goals.
• Abide by HIPAA and confidentiality regulations and policies.

Supervisory Responsibilities

• None

Required Skills and Abilities

• Administrative & Clerical Knowledge
  • Proficiency in general administrative procedures, including answering phones and data entry.
  • Strong organizational skills with accuracy and attention to detail.
• Healthcare Knowledge
  • Working knowledge of healthcare insurance (HMO, PPO, Medicare/Medicaid) and referral/authorization processes.
  • Familiarity with medical terminology, patient registration, and electronic health records (EHR) preferred.
    • EHR/PM Software: Allscripts/Veradigm
    • Registration & Payment Software: Phreesia
• Communication & Interpersonal Skills
  • Clear, compassionate telephone communication; strong listening and de-escalation skills.
  • Ability to relate to individuals from diverse backgrounds.
• Call Center Competencies
  • Ability to thrive in a high-volume environment with interruptions; multitasking and prioritization under pressure.
  • Judgment to route calls to clinical or administrative staff appropriately.
• Customer Service Excellence
  • Patient-first mindset; focus on delivering a positive experience at every interaction.
• Technical Proficiency
  • Experience with multi-line phone systems, scheduling software, and Microsoft Office.
  • Ability to quickly learn EMR/EHR systems, patient portals, and scheduling platforms.
• Professional Standards
  • Maintain confidentiality and comply with HIPAA; dependable, punctual, and team-oriented.
• Problem-Solving & Critical Thinking
  • Identify problems, think critically, and implement solutions in real time; balance multiple priorities.

Education and Experience

• High school diploma or GED; one year of experience in customer service or a related environment.
• Bilingual in Spanish preferred.
• 1–2 years in a call center environment preferred.

Physical Requirements

• Ability to sit for extended periods; operate general office equipment.
• Ability to talk or hear on the phone; lift files and open filing cabinets; bend or stand as needed.