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Practice Assistant Call Center

  • Massachusetts, Mattapan

  • 10/08/2025

  • Contract

  • Active

Job Description:

  • Job Summary
    The Practice Assistant – Call Center serves as the first point of contact for patients and family members via telephone, playing a vital role in delivering exceptional customer service. This role ensures a positive patient experience by handling scheduling, verifying demographic and insurance information, and facilitating communication between patients and the care team. The Practice Assistant may be required to float to other departments or locations as business needs dictate.

    Key Responsibilities
    1. Patient Intake and Scheduling
    2. Answer incoming calls in a friendly, professional, and attentive manner.
    3. Register patients using the practice management system, ensuring all demographic and insurance information is accurate.
    4. Verify critical data points, including:
    5. Client CHC provider listed as PCP
    6. Insurance ID
    7. Patient name, address, date of birth, and contact information
    8. Guarantor and insurance subscriber demographics
    9. Confirm patient identity using two identifiers in compliance with HIPAA regulations.
    10. Schedule appointments based on clinic guidelines and appointment types.
    11. Perform insurance verification through the practice management system or payer websites, following Patient Financial Services procedures.
    12. Maintain up-to-date knowledge of insurance plans to ensure proper collection of information for billing and claims purposes.
    13. Collect copayments as needed.
    14. Perform other related duties as assigned.

    Required Qualifications
    1. High school diploma or equivalent.
    2. Minimum of 2 years of patient services experience in a healthcare setting.
    3. Proficiency with the EPIC electronic health record system.
    4. Fluency in Haitian Creole (required).
    5. Strong oral and written communication skills in English.
    6. Excellent attendance, punctuality, and flexibility.

    Preferred Qualifications
    1. Fluency in Spanish is a plus.
    2. Strong knowledge of healthcare insurance plans and coverage requirements.
    3. Customer service training or healthcare certification is advantageous.

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