Patient Scheduling Representative - Call Center

Trinity Health • Fort Lauderdale, FL

1d • Onsite

About The Position

Holy Cross Health named Forbes America's Best Employer for Healthcare Professionals! Position Summary: Holy Cross Medical Group is seeking a detail-oriented, compassionate, and customer-service–driven Call Center Representative to support our physician practices through efficient and accurate appointment scheduling. This is a Full-Time position Monday – Friday, 8:00 A.M. – 5:00 P.M. with excellent benefits starting your first day of employment. As the first point of contact for our patients, you will play a pivotal role in ensuring a positive patient experience while meeting performance goals in a fast-paced, high-volume environment. Highlights: Day 1 benefits, no waiting period! Comprehensive benefit packages available including medical, dental, vision, paid time off and 403B Colleague Referral Program to earn cash and prizes Unlimited career growth opportunities Trinity Health offers DailyPay - if you’re hired as an eligible colleague, you’ll be able to see how much you’ve made every day and transfer your money any time before payday

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).

Nice To Haves

• Call Center Agent certification a plus

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.

Benefits

• Day 1 benefits, no waiting period!
• Comprehensive benefit packages available including medical, dental, vision, paid time off and 403B
• Colleague Referral Program to earn cash and prizes
• Unlimited career growth opportunities
• Trinity Health offers DailyPay - if you’re hired as an eligible colleague, you’ll be able to see how much you’ve made every day and transfer your money any time before payday

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED