Call Center Representative

About Apex Skin:

We are Apex Skin, and our mission is to provide the highest quality dermatology and dermatologic surgery care to patients across Northeast Ohio with promptness, compassion, and excellence. We pride ourselves on delivering exceptional patient experiences, offering same-day appointments, and serving our communities through education and meaningful care. Our team is dedicated to creating a supportive, patient-focused environment where excellence, empathy, and teamwork thrive.

Position Overview

Apex Skin is a physician-led and rapidly growing dermatology practice committed to delivering exceptional patient experiences. We are seeking a professional, customer-focused Call Center Representative to serve as the first point of contact for our patients. This role is responsible for answering inbound calls, scheduling appointments, collecting and updating patient information, verifying insurance eligibility, and supporting patient communication needs while maintaining a high level of accuracy and compassion.

The ideal candidate thrives in a fast-paced environment, demonstrates strong communication and organizational skills, and is comfortable navigating multiple systems while providing exceptional patient service.

Compensation

Hourly Wage: $17-19.00 per hour

Schedule

• Full-time, Monday through Friday
• Rotating half-day Saturday coverage once per month
• Remote position for Ohio residents only
• Schedule may vary slightly based on business and patient needs

Essential Functions

• Answer inbound patient calls promptly, professionally, and courteously
• Schedule, reschedule, and confirm patient appointments in accordance with Apex Skin protocols
• Complete patient pre-registration and accurately collect demographic and insurance information
• Verify insurance eligibility using EMR systems and verification platforms such as Optum or Availity
• Maintain accurate patient records while adhering to HIPAA and privacy standards
• Process pre-authorizations and assist with payment collection as needed
• Transmit correspondence and medical documentation securely and appropriately
• Collaborate with clinical and administrative teams to support patient care and scheduling needs
• Participate in required training sessions, team meetings, and operational updates
• Provide temporary support for on-site call center operations when business needs require
• Perform additional administrative duties as assigned
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• Strong customer service, communication, and interpersonal skills
• Basic computer proficiency including Microsoft Office, email platforms, and EMR systems
• Ability to multitask, prioritize responsibilities, and remain calm under pressure
• Strong organizational skills and attention to detail
• Must reside in the state of Ohio
• Ability to maintain a quiet, professional, and distraction-free remote work environment
• One (1) year of experience in a medical office, healthcare scheduling, or call center environment preferred
• Familiarity with insurance verification processes and EMR systems preferred
• Prior dermatology or specialty healthcare experience preferred

Career Growth Opportunities

Motivated Call Center Representative may pursue:

• Apex Skin provides training, mentoring, and development opportunities for individuals who demonstrate skill, reliability, compassion, and clinical accuracy

Remote Work Requirements

• Apex Skin will provide a company phone and access to required call center software
• Employee must maintain reliable high-speed internet service (50 Mbps download recommended)
• Designated workspace must remain private, professional, and free from distractions during scheduled work hours
• All company equipment and patient information must be handled in compliance with Apex Skin privacy and security standards

Physical Requirements & Work Environment

• Prolonged periods of sitting while using a computer, headset, and phone system
• Frequent speaking, listening, and viewing of computer monitors throughout the workday
• Manual dexterity required for typing and operating standard office equipment
• Ability to occasionally lift up to 15 pounds for equipment or files
• Work is performed in a home office environment with controlled lighting and limited distractions
• Requires strong attention to detail, professionalism, and the ability to maintain productivity in a remote setting
• Required to adhere to HIPAA, OSHA, and Apex Skin privacy and safety standards

Apex Skin Culture
Apex Skin fosters a collaborative, patient-first environment built on compassion, clinical excellence, and teamwork. We believe in a respectful and supportive workplace where employees feel valued, trusted, and empowered to contribute to exceptional patient experiences and meaningful clinical care.

Employee Health & Safety Requirements:
All patient-facing employees are required to provide proof of a TB test within the past 12 months and an annual flu vaccination as part of Apex Skin’s employee health and safety protocols. The Hepatitis B vaccination series is also strongly recommended for clinical staff due to potential occupational exposure risks. Apex Skin complies with federal and Ohio law by providing reasonable accommodations for medical conditions or sincerely held religious beliefs that prevent vaccination. Employees seeking an accommodation should contact Human Resources for more information.

Equal Employment Opportunity Statement:
Apex Skin provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Apex complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.