Patient Service Representative Contact Center - FT - Remote
Thundermist Health CenterWoonsocket, Rhode Island, United States
Posted October 9, 2025
Full Time
About the Company
Thundermist Health Center is a nonprofit community health organization that serves the residents of Woonsocket, West Warwick, and South County in Rhode Island. The center delivers comprehensive primary medical care through board-certified providers with full hospital admitting privileges, alongside dental services, pharmacy, and social services case management. Its integrated behavioral health model ensures seamless coordination of mental health, substance use disorder, prenatal/postnatal, and HIV care services, while also offering specialized support for trans, nonbinary, and gender-diverse individuals. Thundermist's distinctive approach lies in its holistic, inclusive care framework and its commitment to meeting the full spectrum of health needs within the communities it serves.
Job Description
Provide efficient customer service by responding to/handling incoming telephone calls in a fast-paced call center environment. Schedule, cancel, and reschedule patient appointments as necessary, using eClinicalWorks (eCW) scheduling software.
Requirements
- Answer incoming telephone calls
- Schedule, cancel, and reschedule patient appointments
- Assess root cause of the inquiry to provide first call resolution
- Determine which calls are appropriate for referral to clinical staff
- Interact with clinical staff via telephone and instant messaging
- Research patient specific clinical information within the Electronic Medical Record (EMR)
- Fax/refax test orders to testing facilities as requested
- Send electronic messages (telephone encounters) to clinical staff according to workflows
- Mail welcome letters and appointment cards to new patients
- Decision making following clinical protocols