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Job Description

We are currently seeking a motivated and customer-focused Outpatient Call Center Assistant to support our Watkins Glen Primary Care office. This individual will play a critical role in ensuring an exceptional patient experience by handling incoming and outgoing calls, providing efficient call routing, and supporting administrative tasks that maintain a functional office environment. This position offers the opportunity to work in a fast-paced healthcare setting while serving as the first point of contact for our patients and providers.

Schedule:

+ Monday - Friday, Day Shift

+ Full-Time, 40 hours per week

+ 6 Paid Holidays

Key Responsibilities:

Client Service & Call Management

+ Answer, manage, and direct high volumes of incoming calls for Primary Care clinics.

+ Demonstrate a strong understanding of medical terminology and appropriate scheduling practices.

+ Use discretion and clinical protocols to escalate calls appropriately without direct supervision.

+ Document all interactions accurately in the electronic medical record (EMR) system.

+ Recognize emergency situations and respond appropriately (e.g., initiate 911 contact).

+ Manage multiple phone lines, queues, and provider-to-provider connections effectively.

+ Respond to patient inquiries, coordinate with providers, and serve as the primary contact for urgent and non-urgent calls.

+ Maintain and monitor fax inbox, scan and distribute incoming documentation, and sort mail.

+ Schedule patient appointments across multiple locations and specialties according to established protocols.

Administrative & Technical Support

+ Maintain proficiency in computer applications such as Microsoft Office Suite, eClinicalWorks (ECW), Sorian, and other clinical systems.

+ Support positive communication between the call center, physician offices, and other departments.

+ Notify patients regarding appointment changes and other relevant information.

+ Update patient demographics accurately and timely.

+ Assist in the complaint process and track call volumes using established databases.

+ Perform clerical duties during periods of low call activity, including managing office supplies and assisting with facilities upkeep.

+ Provide age-appropriate communication for all patient populations.

+ Participate in Performance Improvement initiatives and required annual training.

+ Uphold the values of customer service by creating a pleasant and supportive experience for all callers and visitors.

Qualifications:

Education:

+ High school diploma or equivalent required.

+ Coursework in business or clerical studies preferred.

+ Associate degree or equivalent experience (2–3 years of administrative support) strongly preferred.

Experience:

+ Minimum of 3 years of clerical experience in a hospital, medical office, or healthcare setting.

+ Proven customer service skills with the ability to manage a high volume of calls while maintaining a calm and positive demeanor.

+ Proficient in Microsoft Office Suite and EMR systems.

+ Strong verbal and written communication skills.

+ Ability to multitask, prioritize responsibilities, and work independently.

Physical Demands:

+ Typical office duties.

+ Regularly required to lift up to 10 lbs.; occasionally up to 20 lbs.

Requirements