Medical Call Center Representative

Benefits:

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

About Us

DoorStep Urgent Care, in partnership with the Children's Clinic of Fredericksburg, is a fast-growing pediatric mobile urgent care startup delivering compassionate, high-quality healthcare directly to families at their DoorStep. We’re reimagining pediatric urgent care by offering accessible, parent-friendly care that meets families where they are—literally. As we continue to grow and expand our impact across Virginia, we are looking for a driven, strategic, and solutions-oriented leader to join our team.

Position Summary The Medical Call Center Representative serves as a primary point of contact for patients and families, handling incoming and outgoing calls with professionalism, accuracy, and compassion. This role is responsible for appointment scheduling, patient communication, message management, and basic clinical intake support while ensuring a positive patient experience. The ideal candidate is customer-service driven, detail-oriented, and able to manage high call volumes in a healthcare setting.

Key Responsibilities

Patient Communication & Call Handling

Answer inbound calls promptly and professionally.

Provide accurate information regarding clinic services, hours, and policies.

Address patient questions and concerns with empathy and professionalism.

Route calls and messages to appropriate clinical or administrative staff.

Maintain a calm and supportive demeanor when handling urgent or sensitive situations.

Scheduling & Appointment Management

Schedule, confirm, and reschedule appointments in the Electronic Health Record (EHR) system.

Verify patient demographics and insurance information during calls.

Communicate appointment instructions, preparation requirements, and follow-up details to patients and families.

Coordinate referrals or follow-up appointments as directed.

Clinical Message Management

Collect and document patient symptoms or concerns accurately for provider review.

Triage non-emergent clinical calls according to established protocols.

Ensure timely delivery of messages to providers and clinical teams.

Follow up with patients as instructed by providers or clinic leadership.

Documentation & Administrative Support

Accurately document all call interactions in the EHR or call management system.

Maintain confidentiality and comply with HIPAA regulations.

Assist with outbound calls related to appointment reminders, results notification, and follow-ups.

Support call center metrics and performance standards, including call volume and response times.

Team Collaboration & Operations

Work collaboratively with clinical staff, front office teams, and leadership to support smooth clinic operations.

Participate in staff meetings, trainings, and quality improvement initiatives.

Assist with additional administrative duties as assigned.

Qualifications

High school diploma or equivalent required.

Prior experience in a medical call center, healthcare office, or customer service role preferred.

Knowledge of medical terminology and healthcare workflows preferred.

Strong computer skills; familiarity with EHR systems (NextGen experience preferred).

Excellent verbal communication and active listening skills.

Ability to multitask and manage high call volumes in a fast-paced environment.

Professional demeanor with strong customer service focus.

Strong scheduling experience preferred.

Benefits/Perks

Competitive Compensation

Medical, dental, and vision insurance

401K matching

Training and development

Why Join Us?

Be part of an innovative, mission-driven team redefining how families access pediatric care.

Enjoy a collaborative and supportive startup culture with opportunities for growth.

Make a lasting impact in the community by helping build a scalable and compassionate healthcare model.