Call Center Representative – Medical Answering Service
Access Point (Lifepoint Health)
Job Summary
Access Point, a division of Lifepoint Health, is hiring Remote Call Center Representatives to answer inbound medical calls, relay messages to healthcare providers, document patient information, and provide customer service support in a fast-paced healthcare contact center environment.
Job Description
The Call Center Representative serves as the first point of contact for patients, clinicians, and healthcare providers calling into the medical answering service. Representatives answer incoming calls, determine caller needs, relay urgent messages to physicians, document interactions accurately, and provide exceptional customer service.
This role requires strong communication skills, active listening, multitasking across multiple software platforms, and the ability to remain professional while handling a high volume of calls. Representatives must maintain confidentiality, meet service level agreements, and follow established procedures while supporting healthcare access and patient communication.
### Key Responsibilities
* Answer inbound healthcare-related calls
* Meet call center service level agreements (SLAs)
* Determine caller needs and urgency
* Relay messages to physicians and healthcare providers
* Document caller information accurately
* Navigate multiple software systems simultaneously
* Follow call scripts and procedures
* Provide exceptional customer service
* Escalate issues when necessary
* Maintain patient confidentiality
* Meet productivity and quality goals
* Support compliance requirements
* Assist with additional projects as assigned
### Requirements
* High School Diploma or GED
* Professional phone presence
* Excellent communication skills
* Strong listening skills
* Ability to multitask
* Ability to work in a fast-paced environment
* Strong attention to detail
* Basic computer skills
* Ability to learn multiple software platforms
* Ability to work holidays
### Preferred Qualifications
* 6+ months call center experience
* Customer service experience
* Healthcare knowledge
* Medical office experience
* Bilingual Spanish
### Benefits
* Medical insurance
* Dental insurance
* Vision insurance
* 401(k)
* Paid time off
* Tuition reimbursement
* Employee Assistance Program (EAP)
* Career advancement opportunities
### Phone Level Breakdown
* Inbound calls: Very High
* Patient interaction: Very High
* Physician communication: High
* Documentation: Moderate
* Administrative work: Low
### Best Fit For
Candidates seeking entry-level healthcare customer service experience who are comfortable spending most of their day on inbound phone calls while supporting patients and healthcare providers.