Call Center Specialist

Call Center Specialist

The Call Center Specialist is responsible for managing high-volume inbound and outbound patient communications across SFP Health Group entities. This role supports appointment scheduling, patient inquiries, care coordination, and administrative follow-up while ensuring an exceptional patient experience. The specialist must demonstrate strong multitasking abilities, professionalism, and efficiency in a fast-paced healthcare environment.

Essential Duties and Responsibilities:

• Patient Interaction & Call Management: Answer high-volume inbound calls and provide accurate, timely, and professional responses to patient inquiries. Triage patient calls to determine the appropriate level of care and routing. De-escalate patient concerns and provide effective resolution with empathy and professionalism. Build strong patient relationships and deliver a high-quality patient experience.
• Scheduling & Administrative Support: Schedule, reschedule, and cancel appointments accurately across all SFP Health Group entities. Work the Online Scheduling Sheet daily to ensure all scheduling needs are addressed. Assist with patient needs including referrals, prior authorizations, lab results, prescription refills, and eligibility verification. Maintain accuracy of patient records and update information as needed.
• Call Center Performance Expectations: Maintain a minimum of 80 calls answered daily as a baseline expectation; team members are expected to exceed this as call volume requires. Complete all assigned voicemail tasks daily and in a timely manner. Actively manage and work on the Chase List to ensure follow-ups and pending items are completed. Utilize downtime between calls productively to complete assigned administrative tasks. Actively manage and work on the Online Scheduling sheet to ensure visits are correctly scheduled. Ensure that all daily responsibilities are completed by the end of the day.
• Patient Engagement & Retention: Educate patients on services, preventative care, and follow-up appointments. Promote wellness programs and clinic services. Identify and address causes of no-shows and assist in reducing missed appointments. Ensure timely patient engagement, especially within early enrollment periods.
• Documentation & Collaboration: Document all patient interactions accurately in the EHR system. Close out open tasks and encounters daily to ensure continuity of care. Collaborate with clinical and administrative teams to improve patient outcomes and experience.
• Training & Professionalism: Support onboarding and training of new team members. Maintain professionalism, confidentiality, and compliance with HIPAA standards. Demonstrate respect and courtesy to patients, families, and staff at all times.

Knowledge, Skills, and Abilities: Strong understanding of healthcare workflows and patient coordination. Proficiency in EHR systems (Athena or similar preferred). Excellent communication and active listening skills. Strong multitasking and organizational abilities. Ability to work in a fast-paced, high-volume environment. Customer-service driven mindset with empathy and problem-solving skills. Proficient in Microsoft Office and general computer systems.

Qualifications: High School Diploma or equivalent required. Medical Assistant certification preferred. Minimum 3+ years of customer service experience, preferably in a call center or healthcare setting. Minimum 1+ year of Medical Assistant or healthcare experience preferred. Bilingual (English/Spanish) preferred.

Physical & Mental Requirements: (check all that apply) Ability to stand or sit for extended periods of time. Ability to receive and comprehend instructions verbally and/or in writing. Ability to use logical reasoning for simple and complex problem solving. Occasionally requires exposure to communicable diseases or bodily fluids. Occasional travel for clinic activities may be required.

Review by: Call Center Manager & Regional Director of Operations

Approved by: Date: 5/1/2026