Inbound & Outbound Call Center Representative ($16.00 -$18.00 + Bonus)

Job Description

Job Description

The Patient Outreach & Scheduling Specialist is responsible for conducting inbound and outbound calls to prospective, existing, and former patients with the primary goal of generating appointments for American Hearing Care clinics throughout Alabama, Georgia, North Carolina, and South Carolina. This position plays a vital role in supporting the company's continued growth by assisting patients across multiple markets and supporting the integration of new clinics as they are added to the American Hearing Care network.

Working from patient and lead lists, this position builds rapport with patients, identifies opportunities to schedule hearing healthcare appointments, addresses general questions or concerns, and guides patients toward scheduling at the appropriate clinic location. This person will be trained to find lists and review clinic goals to create opportunities.

Success in this role requires strong communication skills, persistence, attention to detail, and the ability to consistently work toward established call activity, appointment, and conversion goals.

Essential Duties and Responsibilities

• Conduct a high volume of outbound calls to prospective, existing, and former patients using assigned patient lists, leads, and other company-provided information.
• Receive inbound calls and make outbound calls related to Closer Events, Open Houses, Lunch and Learn events, and other future events.
• Act as the first point of contact for customers engaged through multiple marketing channels, including email, website inquiries, and mail campaigns.
• Work closely with hearing care providers to refer qualified patients and support ongoing relationships.
• Engage patients in professional and effective conversations, build rapport, identify their needs, and encourage them to schedule an appointment.
• Schedule hearing evaluations and other appropriate appointments at American Hearing Care clinic locations.
• Respond to general patient questions and address common concerns or hesitation in a professional manner.
• Conduct timely follow-up with patients who were previously unavailable, requested a callback, or expressed interest in scheduling at a later time.
• Accurately document call attempts, outcomes, scheduled appointments, follow-up activity, patient information changes, and patient status in designated company systems.
• Maintain familiarity with American Hearing Care clinic locations, services, and scheduling availability to appropriately assist patients.
• Meet established performance expectations related to outbound call activity, appointments scheduled, follow-up activity, and appointment conversion.
• Communicate recurring patient feedback, scheduling challenges, or other relevant trends to management.
• Collaborate with clinic and corporate team members as needed to support patient scheduling and clinic growth.
• Protect patient information and maintain confidentiality in accordance with company policies and applicable privacy requirements.
• Perform other related duties as assigned.

Qualifications

• Previous experience in outbound calling, appointment setting, call center operations, customer service, sales, marketing, healthcare, or a related field preferred.
• Must understand basic insurance coverage, eligibility, and details of submission processes to access the hearing benefit.
• Strong verbal communication and telephone skills with the ability to quickly build rapport with patients.
• Must be comfortable making a high volume of outbound calls, asking for appointments, and working toward measurable performance goals.
• Strong organizational skills, attention to detail, and follow-through.
• Basic computer proficiency and ability to learn scheduling, CRM, and other company systems.
• Prior hands-on experience using Sycle software is highly preferred.
• Dependable, self-motivated, and able to work independently while contributing to a team.
• Ability to work full-time on-site at our designated office location and maintain consistent punctuality.

Performance Expectations

Success in this role will be measured based on the employee’s ability to consistently generate appointments, complete required patient follow-up, maintain accurate documentation, and meet established activity and conversion goals.

Appointment Conversion:

• Outbound Calls: Maintain an appointment conversion rate of 40% 
• Inbound Calls: Maintain an appointment conversion rate of 75% 

Performance expectations and activity benchmarks may be reviewed and adjusted based on business needs, patient volume, campaign activity, and clinic goals.

PLEASE NOTE:  
To avoid disrupting patient care and daily clinic operations, we kindly ask that applicants refrain from calling or visiting any American Hearing Care clinic to inquire about employment opportunities or the status of their application. All applications must be submitted through our online application process. Qualified candidates selected for further consideration will be contacted directly by our Human Resources team.

American Hearing Care, LLC (AHC) is a leading private hearing healthcare company founded in the Southeastern US and currently operating 40+ clinics across Alabama, Georgia, North Carolina, and South Carolina. AHC is rapidly expanding due to its proven, patient-centered results and outstanding patient care. At AHC, we follow a growth-oriented approach to hearing healthcare, helping as many people as possible hear better while continuously growing our market share.

Company Description

American Hearing Care, LLC (AHC) is a leading private hearing healthcare company founded in the Southeastern US and currently operating 40+ clinics across Alabama, Georgia, North Carolina, and South Carolina. AHC is rapidly expanding due to its proven, patient-centered results and outstanding patient care. At AHC, we follow a growth-oriented approach to hearing healthcare, helping as many people as possible hear better while continuously growing our market share.