Uses the agency ATHENA System and Electronic Medical Records (EMR) system to access patient data, schedule appointments, confirm appointments, re-schedule no-show appointments, perform and document patient COVID-19 screenings, requests for pharmacy refills, patient portal support, patient insurance verification via outside secured database, internal messaging to providers and/or other medical support team, processing online payments, confirm patient balances due, schedule transportation services, coordinate translation services, plus whatever else is required or needed to assist the customer/patient. The Call Center Associate (CCA) is part of the administrative call center team and answers all in-coming agency phone calls from patients, insurance providers, referral agencies, medical providers and staff (internal and external), pharmacists (internal and external) and any other inquiry calls directed to the agency including questions directed and transferred to human resources, marketing, development, compliance, billing and finance.