• Answer and process all inbound calls in a courteous and professional manner. • Schedule, confirm, or reschedule patient appointments according to client protocols. • Verify patient demographics, insurance, and other key information accurately in the system. • Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff. • Follow account-specific scripting and protocols; provide clear, compassionate information to patients and clients. • Maintain confidentiality and comply with HIPAA and other healthcare regulations. • Document all call activity accurately and completely in the designated system(s). • Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT. • Identify and report trends, potential issues, and opportunities for process improvement to leadership.