Receptionist, Call Center

Who We Are:

People are our passion and purpose.Come work where you are appreciated for who you are not just what you can do. Lake Cumberland Regional Hospital is a modern state-of-the-art 295-bed acute care facility offering an advanced neurosurgery program with Spine Center accreditation amongst other specialty services.

Where We Are:

The City of Somerset blends southern hospitality with abundant recreational opportunities including a 65000-acre lake with 1200 miles of shoreline. Somerset is host to nationally recognized high quality performing and visual arts concerts and other special events to the community.

Why Choose Us:

• Health (Medical Dental Vision) and 401K Benefits for full-time employees
• Competitive Paid Time Off / Extended Illness Bank package for full-time employees
• Employee Assistance Program mental physical and financial wellness assistance
• Tuition Reimbursement/Assistance for qualified applicants
• Professional Development and Growth Opportunities
• And much more

Position Summary:
The Call Center Receptionist serves as the first point of contact for patients and visitors providing exceptional customer service through inbound and outbound calls. This role is responsible for scheduling appointments directing calls appropriately and ensuring accurate and timely communication between patients providers and clinic staff.

Key Responsibilities:

• Answer high-volume inbound calls in a professional courteous and timely manner
• Schedule reschedule and cancel patient appointments following clinic protocols
• Verify patient demographics insurance information and referral requirements
• Triage calls and route messages to the appropriate department or clinical staff
• Provide patients with general information regarding services locations and hours of operation
• Document all interactions accurately in the electronic medical record (EMR) system
• Handle patient concerns with professionalism and escalate issues when appropriate
• Maintain confidentiality in accordance with HIPAA regulations
• Support outbound call initiatives such as appointment reminders follow-ups and patient outreach
• Collaborate with front desk clinical teams and leadership to ensure continuity of care and service excellence

Qualifications:

• High school diploma or equivalent required
• Previous call center receptionist or healthcare experience preferred
• Strong communication and customer service skills
• Ability to multi-task and work efficiently in a fast-paced environment
• Proficiency with computers scheduling systems and EMRs (preferred)
• Strong attention to detail and organizational skills

Key Competencies:

• Excellent phone etiquette and professionalism
• Problem-solving and critical thinking skills
• Dependability and accountability
• Ability to remain calm and patient-focused under pressure
• Team-oriented with a willingness to support clinic operations

Work Environment:

• Office-based call center setting
• Requires prolonged periods of sitting and phone/computer use
• May involve high call volumes and fast-paced workflow

EEOC Statement

Lake Cumberland Regional Hospital is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color race sex age religion national origin disability genetic information gender identity sexual orientation veterans status or any other basis protected by applicable federal state or local law.