Patient Call Center Representative

Published February 9th, 2024

Patient Service Representative
Boston, MA, 02215

  • Temp to Perm 
  • Comp: $19-$21/hr (candidates with higher compensation encouraged to apply; compensation will be based on your specific experience and job tenure)
  • Hours:
  • Second Shift – Second – 2:00PM-11:00PM; Candidates must have 10/hrs of availability for these shifts- you WILL NOT WORK 10 hours, but will be scheduled 8 hours within that time frame. 
  • Schedule: There are two openings with specifics below.
    • Tuesday – Saturday, 2pm-11pm
    • Sunday – Thursday, 2pm-11pm

Job Description:

  • Answer, screen and process incoming centralized attendant, radio-paging, and telephone answering service calls from a diversified customer base.
  •  Act in a prompt, accurate, and courteous manner while maintaining established standards, call statistics, and proper phraseology.
  • Perform to meet all Call Center performance measures. 
  • Adhere to all company policies and procedures, including but not limited to, attendance and promptness.
  • Respond to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing proprietary software.
  • Take messages for offices to ensure that information is obtained and delivered to the desired customers’ expectations.
  • Process calls for foreign languages following client instructions to ensure proper billing.
  • Update databases, including on-call statuses and customer profiles to reflect the most current contact location of personnel.
  • Prepare, code, and process a variety of transmittals to include directory changes, physician sign-outs, account profile changes, etc.
  • Maintain confidentiality of client information.
  • Maintain regular attendance; attendance is required during emergency situations/inclement weather. 
  • Refer unusual call requests, technical problems, and complex inquiries to management as needed.

Required Qualifications:

  • High School Diploma or equivalent.
  • Minimum of two years of call center and/or experience in dealing with the general public in a customer service capacity. 
  • Familiarity with medical terminology and servicing telephonically preferred.
  • Excellent verbal and written communication skills with the ability to present clear, concise, and timely communications.  Work with a sense of urgency, courtesy, and tact.
  • Ability to operate general office equipment. Typing speed of 35 WPM.
  • Ability to process a high volume of calls in a fast paced environment. 
  • Ability to overlap and take multiple types of calls with various pieces of equipment simultaneously.
  • Ability to manage multiple tasks concurrently in an occasional stressful environment.
  • Professional interpersonal style: ability to interact and work with a diverse range of people.
  • Ability to work on several different unrelated tasks at the same time.
  • Exhibit a ‘can-do’ attitude and flexible work style approach.
  • Ability to adhere to a changing work schedule; arrive to work on time.
  • Ability to adapt to flexible work schedule to meet Call Center operational demands
  • Patience and flexibility to meet challenges of constantly changing demands.
  • Ability and willingness to be on-call and work a flexible schedule, including nights, weekends, and holidays.
  • Ability and willingness to maintain confidentiality at every level.
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