Call Center Specialist

Call Center SpecialistThe 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).Essential Functions: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.Additional Requirements:Required:Education - High School Diploma/GED EquivalentPreferred:Work Experience - 1-3 years Call Center ExperiencePhysical 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. Possible exposure to blood, bodily fluids, or tissues.Job CategoryRevenue CycleJob FamilyRegistration and SchedulingMake a difference. Every day.Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.