Medical Clinic Call Center & Triage Coordinator - (Bilingual)

We are seeking a dependable, organized, and articulate Medical Clinic Call Center & Triage Coordinator to serve as a primary virtual point of contact for our busy medical practice. In this role, you will manage a high volume of inbound and outbound patient communications, verify insurance eligibility, handle scheduling workflows, and process patient referrals.
The ideal candidate thrives in a fast-paced medical environment, communicates with empathy and professionalism, and can seamlessly prioritize calls, faxes, and electronic messages while maintaining strict patient confidentiality.

Working Environment & Core Schedule
- Status: Full-Time (40 Hours / Week)
- Schedule Options: Monday – Friday, 8:00 AM – 4:00 PM OR 9:00 AM – 5:00 PM (Local Practice Time)
- Role Type: Non-Clinical Patient Access & Triage Support (No independent medical advice is provided; all clinical assessments are escalated to licensed providers).

VA's Top 3 Daily Tasks
- High-Volume Call Management & Outreach: Handle inbound/outbound calls for patient scheduling, appointment confirmations, rescheduling, and general practice inquiries.
- Insurance Eligibility Verification: Perform real-time insurance coverage checks, verify benefits, and confirm coverage before appointments.
- Referral Management & Triage: Process incoming patient referrals, conduct timely outreach to convert referrals into scheduled appointments, and route clinical messages appropriately.

Core Responsibilities
- Inbound & Outbound Phone Support: Answer incoming phone calls and conduct outbound outreach in a courteous, efficient manner. Gather relevant details, determine urgency, and direct inquiries to physicians, nurses, billing, or scheduling.
- Scheduling & Care Access: Book, reschedule, and confirm new and established patient appointments while delivering clear prep instructions and handling cancellations.
- Referral Coordination: Monitor, track, and process incoming patient referrals from specialists and healthcare systems to ensure rapid patient intake.
- Clinical Triage & Message Escalation: Recognize red-flag symptoms and urgent situations to escalate immediately to clinical staff. Document accurate, detailed patient notes in the Electronic Medical Record (EMR) system.
- Insurance & Data Verification: Verify active insurance benefits and update demographic, insurance, and guarantor details across all patient profiles.
- Fax & Digital Communication: Sort, process, and route digital faxes, emails, and patient portal messages regarding lab results, medical records, and pharmacy requests.

Requirements
Required Qualifications
- Healthcare Administrative Experience: Minimum 1–2 years of experience working in a medical office, medical call center, patient access center, or healthcare clinic setting.
- High-Volume Call Operations: Proven background managing steady or heavy phone queues (inbound/outbound) while maintaining composure, empathy, and efficiency.
- Scheduling & Insurance Verification: Hands-on experience booking patient appointments and verifying medical insurance eligibility.
- Escalation Protocol Adherence: Strong ability to recognize red-flag symptoms/urgent situations and escalate them immediately to clinical staff.
- Communication & Demeanor: Outstanding written and spoken English skills; ability to remain calm, professional, and compassionate with distressed or anxious patients.
- Remote Setup: A private, HIPAA-compliant home workspace equipped with a reliable computer setup, high-speed internet, and a clear, noise-canceling headset.

Preferred Qualifications
- Specialty Background: Prior experience in a high-volume Primary Care, Urgent Care, or Multi-Provider Specialty Clinic .
- EHR & Digital Tool Experience: Proficiency with medical EMR/EHR software, digital faxing systems, and multi-line VOIP platforms.
- Referral Workflow Experience: Previous hands-on experience tracking, processing, and scheduling outbound and inbound patient referrals.

Ideal Candi