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.

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:

• 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.

The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.