Inbound Call Center Representative - Medical Offices

Position Summary

The Patient Engagement Specialist answers inbound calls and assists patients, referral sources, and community partners with scheduling appointments, obtaining information about services, and addressing questions or concerns. This role performs a variety of administrative and clerical duties while coordinating referrals and supporting access to primary care, behavioral health, and psychiatric services.

Essential Responsibilities

Patient Scheduling & Referral Management

• Schedule appointments for primary care, behavioral health, and psychiatry services.
• Process referral and intake requests according to referral source contracts and organizational procedures.
• Complete required referral documentation in NextGen.
• Obtain and evaluate necessary information to ensure timely and efficient processing of referrals and requests.
• Coordinate referrals and inquiries with internal departments to facilitate patient access to care.
• Verify AHCCCS and private insurance eligibility through online systems and telephone verification.
• Complete all required demographic information during scheduling and registration processes.

Customer Service & Call Management

• Answer inbound calls professionally and courteously.
• Respond to patient, customer, and referral source inquiries, requests, and complaints.
• Provide information regarding available services, appointment availability, and scheduling options.
• Route calls to appropriate departments and resources.
• Follow up on complex customer inquiries as needed.
• Identify and escalate priority issues to the Call Center Supervisor.
• Maintain a high level of customer service for patients, staff, and community partners.

Documentation & Administrative Support

• Document customer interactions, concerns, and actions taken accurately and timely within the electronic health record.
• Maintain confidentiality in accordance with HIPAA and organizational policies.
• Perform general clerical and administrative duties as assigned.
• Assist with oral and written Spanish/English interpretation and translation when bilingual skills are available.

Professionalism & Organizational Support

• Meet organizational standards for attendance, punctuality, and reliability.
• Adhere to scheduled shifts, break periods, and time-off procedures.
• Participate in training and professional development opportunities to support integrated healthcare delivery.
• Support Valle del Sol's mission through collaboration, professionalism, and patient-centered service.
• Perform other duties as assigned.

Qualifications