Call Center Representative

Open Position: Call Center Representative

Reports to: Call Center Manager

Location: Birmingham, AL - This role is for our sister company J.L. Morgan & Associates.

About Us:
At HST Pathways, we're passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that's not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we're a profitable, fully remote SaaS company that's growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity-for us, our customers, and the people who join our team.


What We're Looking For:
We're looking for someone who is authentic, inspiring, and motivated to grow. You're a quick learner who enjoys working in a fast-paced, evolving environment. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you're ready to embody them in your daily work.

In this role, you'll roll up your sleeves and take on a high-volume workload with energy and enthusiasm. You are data-driven and results-oriented, but you also know the importance of building strong relationships and contributing to a positive team culture. Most importantly, you're excited about the chance to make an impact-not only within our company but also in the broader healthcare community we serve.


Why Join Us:
At HST Pathways, you'll find more than just a job - you'll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You'll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other's success.

Responsibilities:
The Call Center Representative is responsible for conducting patient experience surveys. This role ensures accurate data collection, maintains patient confidentiality, and provides a positive, respectful experience for survey participants. The representative plays a key role in supporting quality improvement initiatives by gathering reliable patient feedback.

• Conduct patient experience surveys via outbound phone calls.
• Clearly explain survey purpose and questions to respondents in a neutral, professional manner
• Accurately record survey responses and ensure data integrity
• Maintain strict confidentiality and comply with HIPAA and organizational privacy policies
• Meet productivity, quality, and response rate benchmarks
• Handle patient interactions with empathy, professionalism, and cultural sensitivity
• Identify and escalate patient concerns or issues according to established procedure
• Document call outcomes and update survey systems accurately
• Participate in training, calibration sessions, and quality assurance reviews as required

Qualifications:

• High school diploma or equivalent required
• Previous experience in healthcare, call centers, patient engagement, or survey research preferred
• Strong verbal communication and active listening skills
• Ability to read and follow standardized scripts without biasing responses
• Basic computer proficiency and experience with data entry systems
• Ability to manage sensitive conversations professionally and compassionately
• Must be able to work onsite in the Birmingham, AL office

Skills & Competencies:

• Excellent attention to detail and accuracy
• Professional phone etiquette
• Time management and ability to meet daily quotas
• Emotional intelligence and patient-centered mindset
• Ability to work independently and as part of a team

Team Culture + Values:

• One Team: We win together, support each other, and share credit.
• Inclusion: We respect differences and welcome every voice.
• Transparency: We're open, honest, and clear about our goals.
• Agility: We move fast, test ideas, and learn as we go.
• Empathy: We listen, care, and anticipate others' needs.
• Growth Mindset: We stay curious, keep learning, and aim to improve every day.
• Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work.

Perks & Benefits:

• Health benefits paid for employees for full-time employees
• Accrued Paid Time Off Policy
• 6 company holidays per year for full-time employees
• 401K with matching contributions
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of "One Team". HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.