Family Member Call Center Agent I
9 days ago
Buffalo
Job Description Why Join Care Medical Practice? Care Medical Practice is a provider-led, community-based health and care partner dedicated to improving the health and well-being of those who need care the most, with a deep commitment to high-needs, urban and rural communities. Our local physicians, nurses, and caregivers work together to serve people and the communities they live in, beyond just treating symptoms. We remove barriers by delivering personalized care as close to home as possible, often in-home, because we know a deep understanding of our patient’s race, culture, and environment is critical to delivering improved health outcomes. By empowering patients, providers, and caregivers with the support they need, we strive to make health and care a reality—not a burden—every single day. Join us in creating a better way to care. Position Overview The Family Member Call Center Agent, is a frontline brand ambassador for Care Medical Practice and our sister PC Grace at Home. This position is pivotal in delivering an exceptional experience to our Family Members (patients) by handling high-volume inbound and outbound communications to schedule and reschedule appointments, conduct appointment reminder outreach, and support Care Medical/Grace at Home wellness campaigns. The role also includes routing clinical triage information to providers, and assisting with medication refills, medical records, medical documentation, and medical service coordination with the nursing team. Agents support a comprehensive primary care model—including pediatric care, women’s health, family planning, adult medicine, and geriatrics—using sound judgment, clear communication, and strict adherence to privacy and quality standards. Key Responsibilities Patient Access, Scheduling, and Outreach: • Answer 40–80 inbound calls daily with professionalism and empathy; complete timely outbound follow-up calls and texts., • Schedule, reschedule, and cancel appointments accurately across multiple providers and departments in accordance with clinical protocols and urgency (e.g., well-child checks and pediatric vaccines, women’s health screenings, chronic care follow-ups, acute visits)., • Place proactive appointment reminder calls/texts and perform rescheduling outreach to reduce no-shows and close care gaps., • Support Care Medical/Grace at Home wellness campaigns through targeted outreach, education, and scheduling for preventive and in-home wellness services., • Apply basic triage guidelines to assess urgency and perform warm transfers/escalations to clinical teams as indicated., • Intake and route clinical requests efficiently, including:, • Medication refill requests (collect pharmacy details, last visit date, medication name/dose; route per protocol)., • Medical records requests (verify identity/authorization, log requests, route to records team)., • Medical documentation and forms (e.g., school/work forms, FMLA; ensure completeness, route, track)., • Vaccine records (locate/verify in EMR/registry and route or coordinate release as appropriate)., • Collect, verify, and update demographics, contact preferences, insurance, PCP attribution, and referrals/authorizations., • Document thoroughly and accurately in EMR/scheduling systems (e.g., MEDENT) in compliance with HIPAA and organizational policies., • Meet or exceed performance and quality metrics (e.g., first-contact resolution, schedule accuracy, average handle time, patient satisfaction)., • Education:, • High school diploma or equivalent required., • Coursework/certification in medical office administration, healthcare communications, or patient access preferred., • Medical terminology., • Experience:, • 1–2 years in a high-volume medical call center, centralized scheduling, or patient access role preferred., • Experience supporting primary care across pediatrics, OB/GYN, internal medicine/geriatrics, or multi-specialty settings preferred., • Experience with outreach campaigns (appointment reminders, care gap closure, wellness initiatives) is a plus., • Communication:, • Excellent verbal communication, active listening, and de-escalation skills; calm, professional, and patient-centered approach., • Bilingual skills (English/Spanish or languages reflective of our Family Members) strongly preferred., • Technical Proficiency:, • Proficiency with EMR/scheduling systems (e.g., MEDENT, Epic, Athenahealth) and call center tools (e.g., RingCentral)., • Accurate, efficient data entry; able to navigate multiple systems and outreach platforms., • Additional Competencies:, • Strong judgment to follow protocols and escalate appropriately., • Organized, detail-oriented, and dependable; strong follow-through and ownership of resolution., • Ability to build trust and rapport with Family Members, teammates, and provider offices. Financial Well-being • Competitive Compensation: We offer competitive salaries to attract and retain the best talent., • Comprehensive Medical Plan: We proudly offer a comprehensive medical option with an employer contribution., • Dental & Vision Coverage: Maintain your oral and eye health with our employer-paid dental and vision plans via MetLife., • Employer-Paid Insurance: Life, Short-Term Disability (STD), and Long-Term Disability (LTD) insurance are provided at no cost to you., • Continuing Medical Education (CME) Allowance for Providers: Stay at the forefront of your field with our CME allowance., • Commuter Benefits: Save on your commute with our commuter benefits program. Practice-based, with daily In-office work. The job is performed indoors in a traditional office setting with air conditioning, artificial light, and an open workspace. In this position you will need to communicate with customers, vendors, management, and other co-workers in person and over devices, sometimes with people who are agitated. Regular use of the telephone and e-mail for communication is essential. Sitting for extended periods is common. Must be able to receive ordinary information and to prepare or inspect documents. Lifting up to 10 lbs. occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculators, copiers, and FAX machines. Good reasoning ability is important. Able to understand and utilize management reports, memos, and other documents to conduct business. Equal Opportunity & Reasonable Accommodation Statement Care Medical Practice is an Equal Opportunity Employer committed to creating an inclusive environment for all employees. We provide equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law. If you require a reasonable accommodation during the application or employment process, please indicate this in your application or speak with your recruiter during the hiring process. Disclaimer This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary.
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