Call Center Assistant - Ivy II Internal Medicine

About Arnot Health

Arnot Health offers patient-centered, comprehensive health services to the Southern Tier of New York and Northern Tier of Pennsylvania. Campuses include Arnot Ogden Medical Center and St. Joseph's Hospital in Elmira; Ira Davenport Memorial Hospital in Bath, NY; and over 40 medical offices in the Southern Tier. Arnot Health is currently affiliated with more than 300 physicians from 50+ specialties.

Arnot Health is a member of Centralus Health, a community-based integrated delivery system. Our mission is to deliver high-quality care, empower our teams to succeed, and improve the wellbeing of the communities we serve.

Our commitment to quality personalized care begins with our exceptional team-over 6500 employees strong. At Arnot Health, you will work in a collaborative environment that values excellence, integrity, compassion and stewardship. Together, we create an environment where empathy, honesty and a dedication to quality thrive, empowering us to make a positive impact on the lives we touch.

We offer competitive wages, comprehensive benefits, and professional development opportunities to help our employees grow and thrive. Whether you are just starting your career or taking the next step in healthcare, we invite you to join us in shaping the future of care in our communities.

Learn more at www.arnothealth.org.

Summary: We are currently seeking a motivated and customer-focused Outpatient Call Center Assistant to support our Ivy II Internal Medicine office. This individual will play a critical role in ensuring an exceptional patient experience by handling incoming and outgoing calls, providing efficient call routing, and supporting administrative tasks that maintain a functional office environment. This position offers the opportunity to work in a fast-paced healthcare setting while serving as the first point of contact for our patients and providers.

Roles and Responsibilities:

Client Service & Call Management

• Answer, manage, and direct high volumes of incoming calls for Primary Care clinics.
• Demonstrate a strong understanding of medical terminology and appropriate scheduling practices.
• Use discretion and clinical protocols to escalate calls appropriately without direct supervision.
• Document all interactions accurately in the electronic medical record (EMR) system.
• Recognize emergency situations and respond appropriately (e.g., initiate 911 contact).
• Manage multiple phone lines, queues, and provider-to-provider connections effectively.
• Respond to patient inquiries, coordinate with providers, and serve as the primary contact for urgent and non-urgent calls.
• Maintain and monitor fax inbox, scan and distribute incoming documentation, and sort mail.
• Schedule patient appointments across multiple locations and specialties according to established protocols.

Administrative & Technical Support

• Maintain proficiency in computer applications such as Microsoft Office Suite, eClinicalWorks (ECW), Sorian, and other clinical systems.
• Support positive communication between the call center, physician offices, and other departments.
• Notify patients regarding appointment changes and other relevant information.
• Update patient demographics accurately and timely.
• Assist in the complaint process and track call volumes using established databases.
• Perform clerical duties during periods of low call activity, including managing office supplies and assisting with facilities upkeep.
• Provide age-appropriate communication for all patient populations.
• Participate in Performance Improvement initiatives and required annual training.
• Uphold the values of customer service by creating a pleasant and supportive experience for all callers and visitors.

Required Skills and Experience:

Education:

• High school diploma or equivalent required.
• Coursework in business or clerical studies preferred.
• Associate degree or equivalent experience (2-3 years of administrative support) strongly preferred.

Experience:

• Minimum of 3 years of clerical experience in a hospital, medical office, or healthcare setting.
• Proven customer service skills with the ability to manage a high volume of calls while maintaining a calm and positive demeanor.
• Proficient in Microsoft Office Suite and EMR systems.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize responsibilities, and work independently.

Physical Requirements:

• Typical office duties.
• Regularly required to lift up to 10 lbs.; occasionally up to 20 lbs.

Location, Travel and Shift Requirements:

• Onsite at 602 Ivy St. Elmira, NY. 14905
• Full time, Days, Monday - Friday

Pay Range Disclosure:

• Standard Rate of $16.71 - $21.20 per hour plus benefits

Centralus and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.

We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.

If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Centralus Talent Acquisition team at talentacquisition@cayugahealth.org.