Job Description
Customer Care Center Representative
Department: Medical
Employment Type: Full Time
Location: Barrington - OCR
Reporting To: Practice Manager / Customer Care Center Supervisor
EBCAP Health Services is seeking a compassionate and organized Customer Care Center Representative to serve as the first point of contact for patients accessing our integrated healthcare services. This vital role combines appointment coordination, patient communication, and administrative support to ensure seamless access to medical, behavioral health, and dental care.
The ideal candidate is a skilled communicator who thrives in a fast-paced environment, demonstrates attention to detail, and is committed to delivering exceptional patient-centered service that reflects EBCAP's mission and values.
Key Responsibilities
- Manage high-volume multi-line phone system and patient portal inquiries with professionalism and efficiency
- Provide accurate information about services, hours, locations, procedures, and policies
- Route calls and messages appropriately across medical, behavioral health, dental, and other departments
- Execute specialized protocols for behavioral health appointments, urgent needs, and crisis calls
- Respond promptly to patient requests while maintaining a positive, compassionate tone
- Serve as a knowledgeable resource for patients, providers, and staff
- Schedule, reschedule, and cancel appointments across multiple health departments using electronic health and practice management systems
- Verify patient demographic and insurance information to ensure data accuracy
- Provide appointment reminders and proactive follow-up communications
- Assist with rescheduling for missed or canceled visits
- Document appointment details accurately in the electronic health record
- Monitor and track no-shows and cancellations for reporting purposes
- Confirm patient eligibility and insurance coverage as needed
- Maintain strict confidentiality and HIPAA compliance in all interactions
- Attend and actively participate in staff meetings, training sessions, and workflow improvement initiatives
- Execute special projects, reporting requests, and patient outreach campaigns as assigned by the Practice Manager
- Provide receptionist support including greeting patients and visitors as needed
- Follow site safety procedures and report incidents, hazards, or emergencies immediately
- Participate in safety drills and maintain awareness of emergency response protocols
- Ensure compliance with HIPAA and HRSA operational standards
Skills, Knowledge and Expertise
Required Qualifications:
- High school diploma or equivalent
- Minimum 1 year of healthcare reception and scheduling experience
- Proficiency with multi-line phone systems and computer applications
- Strong verbal and written communication skills
- Ability to manage multiple tasks in a fast-paced environment
- Demonstrated commitment to confidentiality and professionalism
Preferred Qualifications:
- Experience with electronic health records (EHR) or practice management systems
- Knowledge of medical terminology and insurance verification
- Familiarity with integrated care models (medical, behavioral health, dental)
- Bilingual (Spanish, Portuguese, or other languages spoken in the community)
Benefits
EBCAP provides a comprehensive compensation and benefits package that includes heavily subsidized medical and dental insurance plans (BCBSRI), supplemental vision insurance, voluntary medical and dependent care, flexible spending accounts, up to 3% company matching 403(b) retirement plan, employer-paid life insurance; long term disability, generous paid time off that includes vacation/holiday/personal days/sick time, mileage reimbursement, tuition reimbursement, opportunities for center-paid training/CEUs, and employee assistance program.
