Job Description

POSITION SUMMARY

Serves as the first point of contact for patients entering the organization. This role plays a critical part in shaping the patient experience by providing both call center and administrative support. Working in a team-oriented environment, collaborate with colleagues and supervisors to ensure smooth operations and a positive experience for patients and their families.

Act as liaison for incoming calls, assisting patients, caregivers, clinicians, and staff across multiple service areas. This role requires excellent customer service skills, multitasking ability, and strong problem-solving capabilities.

MINIMUM JOB QUALIFICATIONS

• High School Diploma/GED required; Bachelor’s Degree preferred
• Administrative and/or customer service experience strongly preferred
• Experience in a call center or phone-based service environment is a plus

PRIMARY DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for patients or referring providers by triaging calls and addressing questions when possible
• Provide administrative support and coordination for patient care, with a focus on incoming calls
• Triage issues and answer general questions, escalating or routing as needed
• Recognize urgent or emergency situations and respond according to established procedures
• Provide general program or service-specific information within scope of knowledge and authority
• Collaborate with team members to ensure coverage and continuity of service during varying staffing levels
• Assist with implementing new processes and procedures as needed
• Ensure compliance with established standards, policies, and quality expectations
• Perform additional administrative duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Strong communication, organizational, and time management skills
• Ability to multitask and resolve issues in real time
• Excellent phone etiquette and customer service focus
• Strong attention to detail
• Ability to function effectively as part of a team
• Proficiency with PC systems and ability to learn new software quickly
• Knowledge of medical terminology is helpful but not required

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