Medical Assistant - Call Center Representative

ob Summary
Join our dynamic healthcare team as a Medical Assistant – Medical Call Center Representative. The Medical Assistant – Medical Call Center Representative is the first point of contact for patients seeking information, scheduling appointments, and accessing clinical support. This role blends exceptional communication skills with foundational clinical knowledge to ensure patients receive accurate guidance, timely assistance, and a compassionate service experience.

Key Responsibilities Patient Communication & Support

• Answer high‑volume inbound calls in a professional, courteous, and patient‑centered manner
• Triage patient concerns and determine appropriate next steps using established protocols
• Provide accurate information regarding pulmonary testing, including PFTs, spirometry, sleep studies, and imaging
• Recognize urgent symptoms and escalate promptly to appropriate clinical staff
• Document all patient interactions accurately within the electronic health record (EHR)
• Schedule, reschedule, and cancel appointments across multiple providers
• Coordinate referrals, diagnostic testing, and follow‑up visits
• Verify patient demographics, insurance information, and eligibility
• Route messages appropriately to clinical teams, providers, and support staff
• Apply medical assistant training to understand terminology, procedures, and basic clinical workflows
• Provide clear instructions for labs, imaging, medication refills, and pre‑visit requirements
• Assist with processing provider orders, refill requests, and prior authorizations in accordance with organizational policy
• Support quality and safety initiatives by identifying urgent issues and escalating when necessary
• Deliver empathetic, patient‑centered service to individuals who may be experiencing respiratory distress or anxiety
• Resolve patient concerns when possible and ensure timely follow‑up for unresolved issues
• Maintain strict confidentiality and adhere to HIPAA and organizational policies
• Contribute to a positive, collaborative team environment and work closely with clinical and administrative staff to ensure seamless care
• May support other departments as needed

Qualifications

• High school diploma or equivalent required
• Completion of an accredited Medical Assistant program preferred
• Medical Assistant certification (CMA, RMA, CCMA, or equivalent) required
• Prior experience in a medical call center, clinic, or healthcare setting strongly preferred
• Strong communication, active listening, and problem‑solving abilities
• Proficiency with EHR systems and call‑center software (preferably Epic)
• Ability to multitask effectively in a fast‑paced environment

Core Competencies

• Patient‑focused communication
• Professionalism and confidentiality
• Attention to detail
• Critical thinking and triage awareness
• Team collaboration
• Adaptability and resilience

Work Environment

• Call center or centralized scheduling environment
• Requires extended periods of sitting and computer use
• Frequent communication with patients, providers, and clinical team

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