Call Center Representative
Bourbonnais, IL Reception


The Call Center Representative is responsible for the day-to-day activities at the Call Center to facilitate efficient operation and excellent customer service.


  • Places, receives and routes a high volume of calls through the switchboard.  Supplies information to callers and relays messages.  
  • Schedules patients for office visits, IME’s and Workers Compensation appointments.
  • Transfer calls to appropriate staff and responds to patient’s requests.
  • Page physicians and clinical staff with emergencies.
  • Provides assistance to patients and family members through answering questions.
  • Knowledge of each physician’s specialty and scheduling preferences. 
  • Able to transfer calls to and from the answering service.
  • Maintains the non-assigned physician log.
  • Reschedule appointments from physician close out requests. 
  • Able to retrieve messages from the group message mailbox and answering service; follow through on calls until they are completed.
  • Assists with on-the-job training of new employees.
  • Rotates between the Call Center and Reception. 
  • Able to follow work schedule.  Arrive and be ready to work at scheduled time.
  • Assists in maintaining a clean and safe work environment.
  • Completes other comparable duties and assignments as directed by the Manager.


  • High school graduate.
  • At least 3 years of customer service experience preferred.
  • Able to work in a fast-paced environment.
  • Communicates effectively in writing and verbally
  • Good knowledge of IBJI locations, physicians, and functions of each facility.
  • Knowledge of the telephone system and answering service.
  • Computer usage is required to perform the duties of this position. Good knowledge of PC operations and software are required.
  • A clear and pleasing voice and manner of speaking.
  • Outstanding customer service skills.