Inbound/Outbound Phone Representative (PST/EST/CST Timezone)

Job Title: Inbound/Outbound Phone Representative

Working Hours: Full-time EST (8AM to 5PM EST)

Position Summary

The Inbound/Outbound Phone Representative serves as the primary point of contact for patients over the phone. This role is responsible for answering incoming calls, placing outbound calls to new and existing patients, and providing accurate information regarding services, appointments, and medical marijuana certification requirements. The representative ensures patients receive a professional, compassionate, and seamless experience.

Key Responsibilities

· Handle high-volume inbound calls, providing excellent customer service and resolving patient inquiries.

· Place outbound calls to prospective and existing patients to schedule, confirm, and follow up on appointments.

· Clearly explain company services, pricing, and patient requirements in a friendly and professional manner.

· Accurately document all patient interactions in the CRM or scheduling system.

· Manage appointment scheduling, rescheduling, and cancellations.

· Follow call scripts and compliance guidelines to ensure consistent and accurate messaging.

· Process patient payments over the phone when applicable.

· Escalate complex issues or concerns to supervisors as needed.

· Achieve performance goals including call handling time, scheduling conversion rate, and customer satisfaction.

· Maintain confidentiality and adhere to HIPAA and company policies.

Qualifications

· High school diploma or equivalent required; some college preferred.

· 1–2 years of experience in a call center, customer service, or sales role preferred.

· Excellent verbal communication skills with a clear, professional phone manner.

· Strong listening and problem-solving abilities.

· Ability to multitask and work in a fast-paced environment.

· Comfortable working with call center software, scheduling systems, and CRM platforms.

· Reliable, goal-oriented, and adaptable to changing priorities.

· Knowledge of HIPAA regulations and healthcare/customer service best practices is a plus.

Qualities

· High energy level and positive presence on the phone.

· Excellent English with clear and concise communication.

· Warm and engaging phone manner that makes patients feel comfortable.

· Detail-oriented with strong note-taking and organizational skills.

· Curious and proactive – asks thoughtful questions and seeks understanding.

· Active listener who asks clarifying questions when needed.

· Assertive yet compassionate, empathetic, and kind in interactions.

Performance Metrics

· Average call handling time.

· Appointment scheduling conversion rate.

· Customer satisfaction score (CSAT).

· Attendance and reliability.

Why Join UniTriTeam

At UniTriTeam, we believe people make the difference. We support teams in the clinical

research space by providing global, remote talent that integrates seamlessly into your

workflow. You’ll be part of a company that is mission-driven, people-first, and proud to

support breakthroughs in medicine.

Perks & Benefits

· Flexible, fully remote work environment

· Opportunities for professional development and growth

· Collaborative and supportive company culture