Medical Secretary – Call Center

Job Summary

The Medical Administrative Assistant, Call Center is responsible for directing patient access to the Health Center by answering, screening, processing, and documenting a high volume of incoming calls in a dedicated call center.  During down time, this position also provides administrative and clerical duties for the Health Center.  Strong customer service skills and attention to detail are essential.


Required Qualifications:

  • Certificate from a medical assistant/medical administrative assistant school
  • High School diploma or GED
  • Minimum of 1-year work experience
  • Strong typing skills (40+wpm) and experience with computer systems required, including web-based applications and some Microsoft Office applications which may include Outlook, Word, or Excel

Preferred Qualifications:

  • Experience working in a health care environment and knowledge of medical terminology
  • College degree
  • Call Center and/or telephone customer service experience
  • Albanian or Spanish bilingual written and verbal communication skills

Representative Job Duties

Representative Job Duties:

  • Answers, screens, processes, and documents a high volume of calls in a professional manner
    • Responds to requests for information and assistance from patients and providers
    • Manages appointment requests (new, reschedule, cancel) received via phone and website
    • Registers new patients and verifies existing information to maintain and update patient charts. Validates patient insurance information against insurance registry
    • Utilizes and adheres to the phone scripts and guidelines for triaging calls to respond efficiently and appropriately to emergency and non-emergency calls
    • Asks appropriate questions and uses independent judgment within scope of knowledge and authority to determine the type of appointment, appropriate provider, and urgency needed
  • Records and forwards accurate messages to providers and staff
  • Responds appropriately to patient requests for prescription refills by adhering to the refill prompt
  • During down time, assists with administrative tasks as assigned
  • Works on special projects or other duties as assigned


  • Strong attention to detail
  • Ability to receive and express detailed information in written and spoken English with patients and staff
  • Ability to provide a high level of customer service to patients, staff, and external callers in a professional, service-oriented, and respectful manner
  • Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies with the ability to use them in varied situations
  • Calm in stressful situations. Demonstrated ability to diffuse conflict situations rather than escalate them
  • Respectful, motivated, reliable, flexible, outgoing, collaborative, solution-oriented, and positive

Competitive benefits package. Generous tuition assistance after 1 year of service.

Apply Now

Please submit cover letter and resume to

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What You're Saying

“I feel that it is a well-oiled machine, with Dr. Brout at South Boston. I just can't say enough good things! They know why I am there without a computer, since everybody knows what is going on with me, all staff. Everybody is on the same page, for a level of healthcare I had never experienced.”
Family Medicine/Dr Brout
Family Medicine Patient 2022
“I like the doctors my son has. They listen, are very understanding, and seem like they care. I just like how they are with my son.”
BH Parent
Parent of Behavioral Health Patient 2022
“I like the attentiveness and feeling heard. I appreciate the fact that providers always make me feel involved in decisions.”
Behavioral Health
Behavioral Health Patient 2022
“I like that the service is more personalized because you know the people, and that is very important.”
Dental Patient 2022
“I liked that they were attentive and fast. They gave me the support I needed and were empathetic and organized. I went to a lot of departments, and all of the staff was this way.”
Family Medicine
Family Medicine Patient 2022
“The staff in the lab, Verinta or "V," is amazing. My son was literally giddy with delight at her joking and playfulness. He was actually so happy with her, he didn't react to the blood draw, but then cried outside a tiny bit with a delayed reaction like "hey, wait, that hurt." She is an absolutely phenomenal addition to the phlebotomy team! Overall, a great experience.”
May 2019
Parent of a Pediatric Patient
“Dr. Kane always asks me if I understand everything and whether or not I need further clarification... I really appreciate him explaining everything so in depth.”
Eye Care Patient 2018
“There’s an emphasis on education here. Dr. Chiakpo and Marianna (a nurse in training) provided a lot of background concerning my issue and even brought in diagrams, which I greatly appreciated, since I’m a visual learner. They both gave me space to ask questions on everything. I really appreciated the time they spent with me.”
Family Medicine Patient 2018
“I truly enjoyed the sweetness of Dr. Biffi. She was very detailed in her explanations, and thoroughly checked and re-checked everything. She really impressed me.The assistant was also very good, dedicated, and professional.”
Eye Care Patient 2018
“My ride was late, but Dr. Green waited an hour for me. When I got there, she took me right in, so that was very nice. She gave me a prescription; she actually brought the prescription all the way outside to give it to me, since I had forgotten it. She is excellent! Everyone is very nice and very understanding. I really liked the center; everyone was very cordial to me.””
Adult Medicine Patient 2018