Call Team Representative (eClinicalWorks)

Job Summary

We’re seeking a Healthcare Call Team Representative to serve as a primary point of contact for our patients. In this role, you’ll use the eClinicalWorks (eCW) platform to provide efficient, empathetic, and professional support. You’ll manage high-volume inbound and outbound calls, coordinate appointments, verify patient information, and document interactions accurately to support seamless care coordination across clinic locations.

Core Responsibilities

• Call Management: Handle inbound and outbound patient calls daily with professionalism, courtesy, and patience.
• Appointment Scheduling: Schedule, reschedule, cancel, and confirm appointments—including routine visits, and sick calls—in eCW according to clinic workflows.
• Data Verification: Verify and update patient demographics, insurance coverage, and primary contact details in the electronic medical record (EMR) system during every interaction.
• EMR Documentation: Document all patient interactions, inquiries, and messages thoroughly and accurately in eCW.
• Patient Portal Support: Help patients get started with the Healow patient portal and troubleshoot basic issues.
• Triage & Escalation: Recognize urgent clinical concerns and high-priority messages, and promptly route them to the appropriate providers or medical staff according to protocol.
• Compliance: Protect patient confidentiality and follow all HIPAA and privacy regulations governing protected health information (PHI).

Required Qualifications & Skills

• Experience: A minimum of 1–2 years of experience in a high-volume call center or medical front office environment.
• Communication: Excellent verbal and written English communication skills, strong emotional intelligence, and the ability to de-escalate patient concerns.
• Tech Literacy: Proficiency with standard office applications, virtual communication tools such as Microsoft Teams, and multiline phone systems.

Preferred Qualifications

• Bilingual proficiency in English and Spanish.
• Software: Experience navigating eClinicalWorks (eCW) is preferred.

Benefits 

• Health Coverage: Comprehensive Medical, Dental, and Vision insurance plans.
• Retirement Planning:403(b) plan options to support your long-term financial future.
• Work-Life Balance:Paid Time Off (PTO) and paid holidays.
• Equipment Provided: Remote work, computer setup and technical support.