Customer Service Representative

Customer Service Representative – Administrative (Endoscopy Scheduling)
Job ID: 3199298
Location: Worcester, MA (Onsite)
Duration: 3 Months 
Schedule: Monday – Friday | 8:30 AM – 5:00 PM | 40 hours/week
Client: UMass Memorial Medical Center (Endoscopy Scheduling Department)

Job Overview

Sigma Systems is seeking a Customer Service Representative – Administrative to support the Endoscopy Scheduling Department at UMass Memorial Medical Center in Worcester, MA.

This is a back-office administrative role responsible for coordinating patient procedures, managing scheduling workflows, updating electronic medical records, and supporting referral and authorization processes. The representative works closely with clinical staff and providers to ensure patients are accurately scheduled and properly prepared for procedures.

This is an onsite position, and candidates must be local to Worcester, MA. Interviews will be conducted in person.

Key Responsibilities

• Schedule patient procedures and coordinate provider appointments in alignment with clinical guidelines
• Manage high-volume, multi-line telephone systems and respond to inbound calls efficiently
• Process insurance referrals, prior authorizations, and related documentation
• Monitor fax inboxes, handle incoming/outgoing mail, and maintain supply room inventory
• Update electronic medical records (EMR/EHR) with scheduling changes, referrals, and procedure-related documentation
• Coordinate closely with clinical teams to ensure proper patient preparation for endoscopic procedures
• Identify and resolve patient, scheduling, documentation, and workflow issues to maintain smooth daily operations
• Verify patient information and ensure accuracy of demographic and insurance data
• Maintain strict confidentiality and safeguard patient information in compliance with HIPAA and departmental policies
• Perform general administrative duties including data entry, record maintenance, and clerical support

Required Qualifications

• High School Diploma or GED (required)
• Associates or Bachelors degree (preferred)
• Minimum 3 years of related administrative, customer service, or healthcare experience
  (Experience requirement waived with Associates or Bachelors degree)
• Previous scheduling experience required (procedure scheduling preferred but not required)
• Experience in healthcare, hospital, ambulatory, or outpatient settings preferred
• Proficiency with specialized applications, electronic medical records (EMR/EHR), and standard office software
• Strong organizational skills with high attention to detail
• Ability to multitask effectively in a fast-paced, high-pressure environment
• Professional demeanor with strong communication and interpersonal skills

Work Environment

• Onsite healthcare setting (Endoscopy / Perioperative & Procedural Services)
• Fast-paced, high-volume administrative environment
• Collaborative team atmosphere supporting providers, clinicians, and patients