Contact Center Representative

Baystate Health

Access Services Representative facilitating efficient patient access and scheduling within Baystate Health System. Collaborating with physicians and care providers across several locations to ensure timely and integrated care.

Posted 7/25/2026full-timeRemote • Connecticut, Massachusetts • 🇺🇸 United StatesJuniorMid-Level💰 $21 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in appointment scheduling and patient communication while maintaining high standards of accuracy and confidentiality. Capable of utilizing clinical and administrative software to enhance patient care and support physician needs.

Highest-signal resume keywords

Appointment SchedulingMedical TerminologyCISCentricity BusinessCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call ProcessingTyping Speed > 40 WPMQuality ImprovementDocumentation AccuracyPatient Information Management

Soft Skills

Strong Communication SkillsInterpersonal SkillsCustomer FocusAdaptabilityTeam Collaboration

Tools & Technologies

ORSOSCompliance CheckerSMSI Privileges3M

Certifications & Qualifications

Medical Terminology Course

Industry Keywords

Physician Office ExperienceService ExcellencePatient CareHealthcare CommunicationConfidentiality Standards

About the role

Key responsibilities & impact

Responds to physician BMP, Community Providers needs to ensure appropriate and timely access to care for patients.
Provides prompt responses to requests for appointments and consults via telephone, fax and online portals in a professional, sensitive and courteous manner.
Engages directly with patients to support timely, appropriate appointment scheduling.
Responsible for providing accurate information to ensure correct clinic appointment type and duration has been assigned.
Provides accurate documentation following all established processes and protocols.
Utilizes Baystate clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.
Proficient in the following applications: CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I privileges and 3M as appropriate.
Demonstrates use of quality/process improvement in daily activities.
Engaged and Customer Focus.
Maintain an accuracy rate for call processing for 1 -2 practice locations.
Achieves both departmental QA, customer service and Productivity standards.
Able to work effectively in a team environment.
Positively support and adopt to change and enhancements as needed.
Types > 40 wpm.
Able to adapt to fast paced, high energy department.
Strong oral, written and interpersonal communication skills.
Maintain strict standard of confidentiality.

Requirements

What you’ll need

2 years prior experience in a physician office, or 2 years prior experience in a customer service setting
Successfully completed a medical terminology course or will successfully complete approved course within one year of hire
Comfortable working with physicians/medical professionals, with the goal of meeting their needs
Solid communications skills in English, Spanish in some settings as needed (both written and verbal)
Positive, upbeat personality with a positive outlook
Orientation focused on service excellence
Ability to use phone, computer and related technology
Ability to communicate in writing and orally in a professional manner reflecting the Baystate Operating Principles
Demonstrated ability to develop, maintain effective working relationships with internal and external clients in a professional and positive manner
Ability to actively listen and engage in communications to ensure understanding of requests/needs of clients
Ability and willingness to learn new processes, software or other tools as needed to ensure efficiency and effectiveness

Benefits

Comp & perks

High-quality, low-cost medical, dental and vision insurance
Generous PTO – up to 25 days in the first year, with scheduled earned increases
Continuing education support and reimbursement
First Time Home Buyers Financial Packages
Farm Share Memberships
403b retirement company match & annual company contribution increase based on years of service
Free money coach advice from a certified professional
Wellbeing programs that include but are not limited to mental, physical, and financial health
Pet, home, auto and personal insurance
Life insurance
Reimbursement for a variety of wellbeing activities, included but limited to gym membership and equipment, personal trainer, massage and so much more!