Scheduler, Patient Navigation - Customer Service Call Center

Trinity Health is a large multi-institutional Catholic health care delivery system, and they are seeking a detail-oriented Call Center Representative to support their physician practices. The role involves managing high-volume inbound calls, scheduling medical appointments, and ensuring a positive patient experience while meeting performance goals.

Responsibilities:

• Answer high-volume inbound calls with professionalism, empathy, and outstanding phone etiquette
• Schedule medical appointments across multiple specialties using electronic medical record (EMR) systems and medical office scheduling protocols
• Perform comprehensive patient registration, including demographic updates, insurance details, and verification of coverage and benefits
• Utilize medical terminology accurately during patient interactions and when communicating with clinical teams
• Verify insurance benefits and document eligibility to ensure accurate billing and seamless patient flow
• Maintain and meet call center KPIs such as call handling time, quality scores, accuracy, and service-level metrics
• Provide exceptional customer service by handling patient questions, concerns, and requests with courtesy and efficiency
• Use Microsoft 365 and other digital tools to manage daily tasks, communications, and documentation
• Collaborate with department management (manager, team lead, supervisor) to support patient needs and appropriate scheduling

Requirements:

• High school diploma required or higher level of education preferred
• 1–2 years of call center experience in a high-volume environment with measurable KPIs
• Medical office or healthcare call center experience (previous work in a medical group or large healthcare system preferred)
• Strong knowledge of medical terminology
• Experience with medical appointment scheduling and patient access workflows
• Proficiency in patient registration processes
• Demonstrated ability with insurance verification of benefits (commercial, Medicare, Medicaid)
• High level of computer literacy, including Microsoft 365 applications
• Excellent interpersonal communication and exceptional phone etiquette
• Ability to multitask in a fast-paced environment while maintaining accuracy and professionalism
• Experience with EMR/EHR systems (e.g., EPIC, NextGen, or similar)
• Call Center Agent certification a plus