Medical Phone Operator

Job Description

REQUIREMENTS

• High School diploma or equivalent required.
• Minimum of 2 years of experience in a medical office, healthcare call center, or patient access role.
• Ability to work independently with minimal supervision.
• Bilingual in English and Spanish (required).
• Experience in a healthcare call center or medical office setting.
• Experience supporting referrals, authorizations, and insurance verification in a call center environment.
• Strong familiarity with EHR systems and third-party insurance websites.
• Strong ability to work independently while meeting call volume, quality, and productivity expectations.
• Excellent customer service and communication skills, especially in fast-paced, high-call-volume settings.
• Ability to multitask efficiently, managing calls, EHR documentation, and insurance portals simultaneously.

RESPONSIBILITIES

• Handle high-volume inbound calls (80+ calls daily) from patients seeking appointment scheduling, insurance information, and general assistance.
• Accurately enter and update patient demographics and insurance information in EHR systems while on live calls.
• Demonstrate working knowledge of referral and authorization processes, including confirming approval status, identifying missing requirements, and escalating issues as needed.
• Verify eligibility, referrals, and authorizations by navigating third-party insurance portals to ensure required approvals prior to scheduling.
• Document all patient interactions thoroughly and accurately to support continuity of care and compliance.
• Proven remote call center experience, with the ability to remain focused, productive, and accountable in a virtual environment.

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