Call Center Specialist

Primary Location Rapid City, SD USA Department CS Patient Call Center Scheduled Weekly Hours 40 Starting Pay Rate Range $17.79 - $21.58 Call Center Specialist I $17.79-$20.45, Call Center Specialist I - RW $17.79-$20.45, Call Center Specialist II $18.77-$21.58, Call Center Specialist II - RW $18.77-$21.58 (Determined by the knowledge, skills and experience of the applicant. 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). States eligible for remote work: SD, FL, GA, KY, OH, SC, TN, TX, VA, WY. Job Description 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 Equivalent Preferred Work 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. Possible exposure to blood, bodily fluids, or tissues. Job Category Revenue Cycle Job Family Registration and Scheduling 15 Corporate Services Division Make 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. #J-18808-Ljbffr