Clinical Call Center

Fortuna Family Medicine Incorporated•Fortuna, CA

About The Position

The Clinical Call Center Representative serves as the first point of contact for patients, families, and external partners. This role ensures timely, compassionate, and professional communication while coordinating clinical and administrative tasks. The representative is responsible for handling inbound and outbound clinical calls, accessing patient concerns, scheduling appointments, managing medication requests, completing prior authorization requests, and sending off durable medical equipment referrals and supporting clinical staff with accurate information flow to enhance patient care and operational efficiency.

Requirements

High school diploma or equivalent required; some college or medical office training preferred.
1+ year of experience in a medical office, call center, or healthcare setting is preferred.
Knowledge of medical terminology and familiarity with EMR systems (Athena preferred).
Strong communication skills both verbal and written with an emphasis on compassion and professionalism.
Ability to manage multiple phone lines and prioritize patient needs effectively.
Excellent problem-solving and organizational skills.
Proficiency in Microsoft Office Suite and EMR software.
Ability to maintain composure in a fast-paced, high-volume environment.

Responsibilities

Patient Communication & Support Answer high-volume inbound and outbound calls with professionalism and empathy.
Access patient calls by assessing urgency and routing appropriately to Medical Assistant Leads, Supervisor, or Managers.
Provide clear and accurate information on clinic policies, appointment availability, and patient instructions.
Document all patient interactions in the EMR (Athena) in real time.
Scheduling & Coordination Schedule, reschedule, and confirm patient appointments while following provider-specific scheduling protocols.
Coordinate telehealth visits and ensure patients have necessary instructions prior to appointments.
Ensure accurate patient demographic and insurance information is collected and updated.
Clinical Support Functions Relay provider instructions, lab results, and follow-up care plans per established protocols.
Complete DME (Durable Medical Equipment) referrals.
Request prior authorizations for medications.
Maintain confidentiality and compliance with HIPAA and clinic policies at all times.
Employee to process all DME orders that providers may order.
Employee to process all Medication Prior authorizations Team Collaboration Work closely with providers, medical assistants, scribes, and administrative staff to ensure smooth patient flow.
Escalate urgent or emergent situations to the appropriate clinical staff immediately.
Support other clinic staff as needed to maintain patient satisfaction and operational efficiency.
Quality Improvement & Patient Follow-Up Responsibilities Conduct daily QIP (Quality Improvement Program) follow-ups for patients seen during the previous clinic day.
Contact patients to schedule recommended follow-up appointments, procedures, or care visits as indicated by the provider.
Review and manage tickler reminders to ensure patients who need appointments scheduled further out are contacted in a timely manner.
Maintain accurate documentation of all patient outreach and scheduling attempts in the patient chart.
Support continuity of care by ensuring no recommended follow-ups are missed or delayed.