Call Center Specialist

Current Monument Health employees: apply via the internal career site in Workday.

About the role

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.

Responsibilities

• 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.

Requirements

• High School Diploma or GED equivalent.
• 1–3 years of call center experience (preferred).

Physical Requirements

Sedentary work: exerting up to 10 pounds of force occasionally and/or negligible force frequently to lift, carry, push, pull, or move objects. Involves sitting most of the time. Possible exposure to blood, bodily fluids, or tissues.

Pay

Starting pay rate range: $17.79 – $21.58 per hour. Pay determined by knowledge, skills, and experience of the applicant.

• Call Center Specialist I: $17.79 – $20.45
• Call Center Specialist II: $18.77 – $21.58

Schedule

• Scheduled weekly hours: 40
• Shift: requires the ability to work assigned schedules and hours as determined by the department.