Phone Representative

The Phone Representative serves as the first point of contact for patients and referring providers, representing the cardiology practice with professionalism, empathy, and efficiency. This role is responsible for managing inbound and outbound phone calls, scheduling appointments, verifying insurance, routing calls appropriately, and ensuring excellent communication between patients, staff, and providers.

Key Responsibilities:


Patient Communication

Answer high-volume phone lines promptly, courteously, and professionally.

Greet patients and callers with warmth and compassion while maintaining HIPAA compliance.

Schedule, reschedule, and confirm appointments for consultations, diagnostic testing, and follow-ups.

Relay messages accurately to physicians, nurses, and other office staff.

Provide general information about the practice, office hours, directions, and services.



Administrative & Scheduling Support

Verify patient demographics, insurance information, and referral requirements.

Accurately document all calls and updates in the Electronic Medical Record (EMR) system.

Coordinate appointment times to align with provider and testing availability.

Notify patients of required pre-authorizations, co-pays, and pre-test instructions.



Team Collaboration

Communicate effectively with front desk, medical assistants, and billing teams to ensure seamless patient care.

Support referral coordination and pre-authorization teams as needed.

Escalate urgent patient concerns (such as chest pain or abnormal test results) to clinical staff immediately.

Qualifications:


Required:

High school diploma or equivalent.

1–2 years of experience in a medical office or healthcare call center.

Strong communication and customer service skills.

Ability to multitask in a fast-paced environment.

Knowledge of HIPAA regulations and patient confidentiality.



Preferred:

Prior experience in cardiology or specialty medical practice.

Familiarity with EMR systems (eClinicalWorks, Athena, or similar).

Bilingual (English/Spanish or English/Creole) a plus.

Core Competencies: Professionalism: Maintains a calm, respectful demeanor under pressure.

Empathy: Demonstrates understanding and compassion when interacting with patients.

Attention to Detail: Accurately documents and communicates patient information.

Dependability: Punctual, reliable, and consistent in workflow.

Team-Oriented: Collaborates effectively with staff and providers.

Work Schedule: Full-time (Monday–Friday, 8:00 AM – 5:00 PM)

Compensation & Benefits: Competitive hourly pay based on experience. Health, dental, and vision insurance options.