Customer Service Representative (Patient Scheduling)

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Employee discounts
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

Job Title: Customer Service Representative (Patient Scheduling)
Location: Atlanta, GA
Organization Type: Healing Community Healthcare, Federally Qualified Health Center (FQHC)
Employment Type: Full-time
Reports To: Healthcare Practice Manager

Position Summary

We are seeking a compassionate and detail-oriented Customer Service Representative (CSR) to join our team at Healing Community Health Center. This role is primarily responsible for answering high volumes of incoming calls, scheduling patient appointments, and providing exceptional service that reflects our mission of delivering accessible and equitable healthcare to the community.

Key Responsibilities

Answer incoming telephone calls promptly and professionally, following call center and clinic protocols.
Schedule, reschedule, and cancel patient appointments across multiple clinical departments using the electronic health record (ECw) system.
Provide patients with accurate information regarding clinic services, provider availability, insurance requirements, and appointment preparation.
Verify and update patient demographic and insurance information during the scheduling process.
Identify and escalate emergency calls or complex concerns to the appropriate clinical or administrative staff.
Document all patient interactions accurately and thoroughly within the ECw and call tracking systems.
Maintain confidentiality in compliance with HIPAA and organizational policies.
Support additional administrative tasks as assigned, including outreach calls, follow-ups, and appointment reminders.

Required Qualifications

High school diploma or GED required; associate degree or some college preferred.
Minimum of 1 year of experience in a customer service or call center environment, preferably in a healthcare setting.
Excellent verbal communication and interpersonal skills.
Proficient in basic computer use and experience with ECw systems (e.g., eClinicalWorks, Epic, or similar) is highly desirable.
Strong organizational and time-management skills with attention to detail.
Bilingual (Spanish/English) preferred but not required.

Preferred Skills and Competencies

Knowledge of medical terminology and healthcare appointment scheduling practices.
Familiarity with FQHC operations and the unique needs of underserved populations.
Demonstrated ability to handle sensitive information with discretion and professionalism.
Commitment to providing patient-centered, culturally competent service.

Work Environment and Schedule

Full-time, Monday through Friday.
Office-based role.
Fast-paced call center environment with frequent interaction with patients and clinical teams.

Equal Opportunity Employer

Healing Community Health Center is proud to be an Equal Opportunity Employer. We are committed to a creative environment for all employees. We do not categorize based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or any other legally protected status.