Medical Call Center Representative

Posted: 10/07/2022

Under direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey. Duties include being one of the first contacts to our Health Center: answer calls from patients and other health care facilities/providers, determine the caller's need, help them with their request directly or transfer/take messages as required, proactively identify issues and work to resolve them in areas involving patient satisfaction, and patient flow. Using standard work documents and workflows to determine how to best help callers. Some examples include: determine which provider or department to contact, make an appointment, document patient requests within our EMR, update patients on the status of their referrals and medication refill request whenever possible.

Please Apply Here: 

Representative Duties:

Provide excellent customer service

  • Greet each client in warm, welcoming, and professional manner
  • Log information on calls received, where required to maintain detailed and accurate records
  • Provide clients with correct and accurate information regarding Fenway Health services and providers
  • Refer unusual or difficult situations to Supervisor
  • Act as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolution
  • At all times maintain patient confidentiality
  • Establish and maintain effective working relationships with co-workers, supervisors and the general public

Schedule appointments according to established procedures

  • Schedule appointments according to patient needs and provider availability
  • Follow established scheduling procedures for booking, cancelling, rescheduling appointments

Document caller requests in EMR and route to appropriate team member

  • Using standardized workflows, document caller needs within EMR based on reason for call
  • Accurately record patient request in EMR document
  • Determine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)




  • Minimum of high school graduate or equivalent
  • Minimum of 1 year of experience in a healthcare setting
  • Able to communicate in a professional and appropriate manner
  • Strong technical proficiency in Microsoft (Outlook, Excel, Word), scheduling software and electronic medical records systems (Epic or equivalent)
  • Willingness to work with a diverse patient population
  • Previous customer service experience in a healthcare setting
  • Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
  • Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

  • Strong problem solving and complex patient management skills
  • Bilingual English/Spanish
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more. LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to applyHighly experienced individuals may be compensated at a higher rate. 

Internal ID: MED-23-FT-6