Outpatient Call Center Assistant – IMAST

We are seeking a highly organized and compassionate Outpatient Call Center Assistant to support our busy Primary Care Call Center. This role is essential in providing exceptional client service by managing incoming and outgoing calls, directing communication between departments, and supporting daily office operations. As the first point of contact for many patients and providers, this position plays a vital role in creating a positive experience while ensuring efficient coordination of care.

You’re Schedule

• Day Shift
• Monday through Friday
• No Weekends
• 6 Paid Holidays

What You’ll Do

• Answer and manage high-volume incoming calls, accurately assessing needs and directing appropriately.
• Demonstrate knowledge of medical terminology and electronic medical record (EMR) systems to document and route calls.
• Triage and escalate calls per established protocols using professional judgment.
• Facilitate emergency response procedures as needed, including 911 contact.
• Support provider-to-provider communication and assist with urgent and non-urgent messaging.
• Schedule patient appointments, consultations, and referrals across multiple providers and specialties.
• Manage mail, faxes, and other incoming documentation according to office protocols.
• Update and maintain accurate patient demographic information.
• Support the complaint resolution process and track call center volume metrics.
• Perform general clerical duties and help maintain a clean, stocked, and functional office environment.
• Interact effectively with patients, providers, departments, and external services while ensuring HIPAA compliance.
• Provide age-appropriate communication and support for a wide range of patients, from neonates to geriatric individuals.
• Uphold principles of continuous performance improvement and attend required trainings.

What We’re Looking For

• High School diploma or equivalent required; Associate degree or equivalent preferred.
• 2–3 years of administrative or call center experience in a healthcare setting strongly preferred.
• Proficiency in Microsoft Office Suite and clinical systems such as EPIC, ECW, and Sorian.
• Strong communication skills—verbal, written, and listening—with an ability to remain professional under pressure.
• Self-starter who can work independently and manage multiple priorities.
• Exceptional customer service skills with a calm and caring demeanor.
• Knowledge of HIPAA and patient confidentiality practices.
• Experience in performance improvement and office coordination is a plus.

Physical Requirements

• Typical office environment with frequent use of computers and phones.
• Regularly required to lift up to 10 lbs., and occasionally up to 20 lbs.

Ready to be the voice and heart of our care team? Apply today and help us make every patient’s experience a positive one!

About Us:

Arnot Health offers patient-centered, comprehensive health services to the Southern Tier of New York. Campuses include Arnot Ogden Medical Center and St. Joseph’s Hospital in Elmira; Ira Davenport Memorial Hospital in Bath, NY; and over 40 medical offices in the Southern Tier. Arnot Health is currently affiliated with more than 300 physicians from 50+ specialties.

Arnot Health is a member of Centralus Health, a community-based integrated delivery system. Our mission is to deliver high-quality care, empower our teams to succeed, and improve the wellbeing of the communities we serve.

Our commitment to quality personalized care begins with our exceptional team—over 6500 employees strong. At Arnot Health, you will work in a collaborative environment that values excellence, integrity, compassion, and stewardship. Together, we create an environment where empathy, honesty and a dedication to quality thrive, empowering us to make a positive impact on the lives we touch.

We offer competitive wages, comprehensive benefits, and professional development opportunities to help our employees grow and thrive. Whether you are just starting your career or taking the next step in healthcare, we invite you to join us in shaping the future of care in our communities.

Learn more at www.arnothealth.org.

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