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Call Center Patient Service Representative

Job Number: SFHC-CLIN SUPP-902-05

FTE – Part-time (.5 or 40 hours bi-weekly)

Location:  Gwinn, MI


As a member of the Operations team, the Call Center Patient Service Representative (CCPSR) is often first contact a patient has with the organization by phone. The CCPSR represents the organization in a constructive and professional manner, providing the highest-level customer service by interacting and assisting patients by telephone mainly to schedule appointment, answer and route questions to the appropriate clinic staff, updating patient information, and perform other clerical duties as assigned.        


  1. Answers calls coming into the center in a timely and efficient manner, using positive verbiage and demeanor, maintaining a high level of professionalism and courtesy with callers;
  2. Schedules patients within the Electronic Health Record (EHR), following all template guidelines;
  3. Routes requests for same day appointments that are not clearly visible on the schedule to front desk PSRs to manage;
  4. Reschedules appointments following documented procedures, using cut and paste feature when appropriate;
  5. Creates telephone encounters for all patient contact outside of standard scheduling;
  6. Routes telephone encounters to appropriate staff for follow up;
  7. Refers to the “Red Flag Symptoms” list and follows proper procedures;
  8. Performs reminder calls for last minute scheduled and non-confirmed appointments;
  9. Monitors and works the appointment bucket(s);
  10. Monitors and works the bump lists;
  11. Reassigns web encounters to appropriate “bean”;
  12. Assists clinical staff or administration with printing letters and labels;
  13. Assists clinical or administration staff with stuffing envelopes and preparing mail;
  14. Updates patient phone number(s) when taking calls to ensure timely call back;
  15. Acts as a back-up for the front office;
  16. Works collaboratively with Front Office PSRs to ensure prior authorizations are completed;
  17. Maintains strict confidentiality, follows all HIPAA guidelines;
  18. Communicates with a high level of professionalism with patients and other internal or external constituents working to establish a positive rapport;
  19. Addresses questions and engages in actively listening to patient requests and concerns;
  20. Updates patient account information per established policies and procedures;
  21. Actively participates in process change (PDSA cycle);
  22. Assist to orient and train in new employees, as assigned;
  23. Attends and participates in daily huddles, meetings, in-services, and committees as required and/or assigned;
  24. Attends at least 80% of staff meetings (if off on approved PTO or normal non-working day – in lieu of attendance, may read and sign off on meeting minutes to meet this requirement);
  25. Supports the UGLFHC mission by “providing exceptional health care services for all people in the Upper Great Lakes region regardless of their ability to pay”;
  26. Assists clinical team by working gaps in care lists by calling patients for appointments;
  27. Provides excellent customer service at all times;
  28. Complies with UGLFHC policies, practices, federal and state laws, and regulations;
  29. Enhances professional growth and development through participation in educational programs, current literature, organizational communique, in-service meetings, and professional conferences;
  30. Performs other related duties as assigned or requested;

Education, Training, Licensing and Credentialing


  • High School Diploma or equivalent


  • Advanced training in business, service or healthcare related field.
  • Training in medical terminology

Experience and Skills


  • Professional and friendly demeanor
  • Demonstrated verbal and written communication skills, in English
  • Proficient typing skills
  • Proficient computer skills including experience using email
  • Ability to multitask with attention to detail
  • Ability to problem solve and multi-task
  • Prior experience and ongoing ability to maintain confidential information


  • Prior experience using eClinical Works
  • Experience using Microsoft Office including Excel, Word, and PowerPoint
  • Experience working in healthcare field
  • Experience working in the service industry providing high quality customer-service
  • Experience working in a call center or as a receptionist

Upper Great Lakes Family Health Center (UGL) is a Federally Qualified Health Center and is a Federal Tort Claims Act (FTCA) Deemed Facility.
UGL receives funding from The U.S. Department of Health and Human Services and has Federal Public Health Service deemed status with respect to certain health or health-related claims, including medical malpractice claims for itself and its covered individuals.
This project is/was supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) under grant number H80CS26511 Health Center Cluster, total award amount of $1,839,050 with 89.9 % financed from nongovernmental sources. This information or content and conclusions are those of the author and should not be construed as the official position or policy of, nor should any endorsements be inferred by HRSA, HHS or the U.S. Government.