Part-Time Job Details Description
As a Call Center Representative in our specialty clinic, you will serve as the first point of contact for patients and the public, representing over 40 providers across 5 office locations, 2 physical therapy sites, and 2 surgical centers. Our team prides itself on providing live, local, and personalized service—no outsourcing, just a close-knit and committed team focused on exceptional patient care. Your primary responsibility is to answer and triage incoming calls efficiently, accurately schedule appointments, and ensure the patient is routed to the right team or information—getting it right the first time is essential.
Type: Part-Time, Monday-Friday
Location: Muncie, IN
Responsibilities:
• Promptly answer, evaluate, and route incoming calls based on patient needs, using sound judgment and established protocols.
• Schedule appointments accurately using designated event codes, auto search scheduling, and job aids specific to each provider.
• Accurately interpret caller needs and route to the correct team member, voicemail, or department— triaging effectively is a critical part of this role.
• Transfer calls to appropriate departments including clinical staff, billing, physical therapy, or surgical teams.
• Utilize FormDr, a web-based dashboard to:
• Process new patient appointment requests
• Utilize Phreesia, a web-based dashboard to:
• Schedule/reschedule appointments at patient request
• Notify patients via text message for urgent appointment changes
• Maintain and update the work log to:
• Reschedule patients due to provider calendar changes
• Move patients up in the schedule when earlier slots open
• Assist clinical teams with creating medical charts in the EMR system and support their scheduling/rescheduling requests.
• Monitor and follow the physician on-call schedule and communicate accordingly with the answering service.
• Sort and deliver incoming/outgoing mail to appropriate departments daily.
• Answer emergency calls in accordance with established procedures.
• Maintain patient and provider confidentiality at all times.
• Participate in ongoing training, meetings, and professional development as required.
• Remain seated and actively available throughout scheduled shifts —phones ring in a queue-based system requiring constant coverage. Logging out when unavailable is crucial to our success.
Education, Experience, and Certification/License Requirements:
• High school diploma or GED required.
• Minimum 6 months of call center or high-volume phone operations experience, preferably in a medical or clinic environment .
• Knowledge of medical terminology is preferred.
• Strong computer skills and comfort working with multiple systems and dashboards.
• Previous experience with EMR/EHR platforms and online scheduling systems is a plus.
Working Conditions/Physical Requirements:
Standard work environment is an office setting. Work requires sitting for long periods of time. Position requires viewing and typing on a computer for long periods.  Occasionally bending, lifting, and reaching required to deal with files, paper, supplies, etc., including lifting up to 25 pounds. Requires manual dexterity sufficient to operate standard office equipment (computer, telephone, copier, etc.) regularly. Vision must be correctable to 20/20. Hearing must be in the normal range for telephone contacts and to interact directly with employees. Regularly interacts with staff, physicians, business associates, and the public, which may involve dealing with angry or upset people. Work may be stressful at times.
Qualifications Education Required High Schoolor better in or better in or related field Experience Required - years: Strong computer skills and comfort working with multiple systems and dashboards - years: Minimum 6 months of call center or high-volume phone operations experience