The Patient Care Coordinator (Call Center Agent) is responsible for answering and managing incoming patient calls in a professional and timely manner while providing clear and compassionate communication. The role includes scheduling, rescheduling, and canceling appointments, coordinating follow-up visits, and ensuring all patient interactions are accurately documented in the electronic health record system. The coordinator verifies insurance information, explains coverage details within their scope, and updates patient records to ensure accuracy. They assist patients with questions about services, procedures, and provider availability, while also addressing concerns and resolving issues or escalating them to the appropriate department when necessary. In addition, the coordinator maintains confidentiality in compliance with HIPAA, supports efficient workflow within the call center, and consistently delivers high-quality, patient-centered service even during high-volume periods.