Call Center Representative Full-Time Day Shift

**Phelps Health is a 2000-employee-strong hospital and healthcare system serving the heart of small-town Missouri.** No matter where you start with us, we’re committed to taking our team to the top. If you’re ready for the challenge of providing life-saving care or supporting those who do, read on to find your fit in the Phelps Health family. **General Summary** * The Call Center Representative supports accessibility of care by scheduling appointments, providing information, and assisting with patient questions and requests. The role delivers services with compassion, respect, and a focus on patient experience while ensuring accurate documentation and consistently meeting productivity and quality standards. Effective communication skills, strong attention to detail, and the ability to work efficiently in a fast-paced call center environment are required. **Essential Duties and Responsibilities** * Answers incoming calls promptly; documents, processes, and routes messages and requests appropriately. * Assists patients with scheduling and provides accurate information while delivering compassionate, respectful service. * Serves as a professional representative of the organization through phone, electronic, and written communication. * Contains accurate and complete patient records and documentation in electronic systems to support continuity of care. * Receives, interprets, and communicates detailed information clearly to ensure accurate scheduling and follow-through. * Resolves patient questions and concerns by identifying needs, providing solutions, and escalating issues to the Operations Manager as needed. * Uses de-escalation and service recovery techniques to support distressed or dissatisfied callers and maintain patient satisfaction. * Supports call center performance goals and participates in ongoing training/mentoring while maintaining confidentiality and HIPAA compliance. **Education** * High school diploma or GED required. * Post-secondary education in a healthcare or related field preferred. **Work Experience** * Customer service experience is required, at least two years in a call center or general medical office setting preferred. **Mental/Physical Requirements** * Ability to sit for extended periods and use a telephone and computer workstation. * Ability to receive, comprehend, and express detailed information through oral communication and written materials. **Working Conditions** * Typical call center environment with frequent interaction with patients, providers, and clinical and support staff. * Work is performed in a setting with frequent distractions and a moderate to high volume of incoming calls. * Prolonged periods of sitting and continuous telephone and computer use. _At Phelps Health, we think we have a better team, benefits, and opportunities for growth than anyone else around, and we invite you to see for yourself! Apply now to join us on our mission in health care._