Call Center Specialist

Job Summary

The Call Center Specialist serves as the first point of contact for patients, families, and providers. This role ensures accurate information, empathetic communication, and efficient resolution of inquiries related to appointments, insurance, billing, and healthcare services. Opportunity for performance-based bonuses tied to quality, efficiency, and patient satisfaction metrics. This position reports to the Call Center Supervisor(s).

Job Description

• Answer inbound calls and respond to patient inquiries with professionalism and empathy.
• Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
• Verify insurance coverage and assist with billing questions.
• Provide accurate information about healthcare services, policies, and procedures.
• Document all interactions in compliance with HIPAA and organizational standards.
• De-escalate complex issues for resolution.
• Support outbound call campaigns (appointment reminders, follow-ups, patient satisfaction surveys).
• Maintain performance metrics including call handling time, quality assurance, abandonment rates, and patient satisfaction scores.
• Apply a systemic perspective to problem-solving, recognizing how call center operations impact patient care, compliance, and organizational efficiency.
• All other duties as assigned.

Required Additional Requirements

• Education: High School Diploma/GED Equivalent
• Prior Experience: 1-3 years Call Center Experience

Physical Requirements

• Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Sedentary work involves sitting most of the time.
• Physical demands may vary depending on assigned work area and work tasks.

Job Category

Revenue Cycle

Job Family

Registration and Scheduling

Shift

Requires the ability to work assigned schedules and hours as determined by the department

Employee Type

Regular

Corporate Services Division