Job Description

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; Associates 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