Call Center Specialist

Call Center SpecialistThe Call Center Specialist plays an important role in creating a positive and seamless experience for Family Circle of Care patients.This position serves as a primary point of contact for patients by answering incoming calls, scheduling appointments, providing clinic information, documenting patient needs, and connecting patients with the appropriate clinical team when needed.The ideal candidate is friendly, dependable, organized, and comfortable working in a fast-paced environment while managing a high volume of patient interactions. Strong communication and customer service skills are essential to ensuring each patient receives timely, accurate, and compassionate assistance.Responsibilities include:Answering incoming calls and providing friendly, professional assistance to patients.Providing accurate information regarding Family Circle of Care clinics and services.Scheduling, confirming, canceling, and rescheduling patient appointments.Ensuring appointments are scheduled with the appropriate provider and reflect the patient's needs.Monitoring cancellations and no-shows to identify opportunities for same-day appointments.Updating patient demographic information during scheduling and pre-registration.Accurately documenting patient communications and requests in the electronic scheduling system.Communicating patient medical requests to the appropriate clinical team.Recognizing when patient concerns should be escalated to a triage nurse or other clinical staff.Routing and transferring calls to the appropriate clinic, department, or team member when assistance cannot be provided directly.Helping minimize patient hold times by efficiently managing and routing calls.Protecting patient privacy and maintaining confidentiality in accordance with HIPAA requirements.Maintaining knowledge of and compliance with applicable organizational, state, and federal requirements.Participating in quality and continuous performance improvement initiatives.Providing excellent customer service while interacting with patients, families, providers, and team members.Qualifications include:High school diploma or GED required.At least one year of experience in an office, call center, medical office, customer service, or related setting preferred, but not required.Strong verbal and written communication skills.Excellent customer service and interpersonal skills.Strong listening skills and attention to detail.Ability to remain professional and helpful when assisting patients with difficult or sensitive situations.Ability to accurately enter and maintain information in electronic systems.Basic computer skills and ability to learn electronic medical record and scheduling systems.Ability to effectively manage multiple calls, tasks, and priorities in a fast-paced environment.Dependable attendance and punctuality.Experience in a healthcare or medical office setting is a plus.Bilingual in Spanish, preferred.Benefits include:Medical, dental, and vision insuranceEmployer-supported retirement planPaid time offPaid holidaysEmployer-paid and voluntary benefit optionsEmployee assistance and wellness resourcesOpportunities for professional growth and developmentAbout Family Circle of Care:Family Circle of Care is a health center that operates medical clinics, a dental clinic, pharmacy services, and a mobile medical clinic serving East Texas communities. We provide Obstetrics & Gynecology, Pediatrics, Family Medicine, Internal Medicine, Mental Health Services, Dental Services, Pharmacy Services, and Social Services and Resource Assistance, and have been a leading community health center (also known as a Federally Qualified Health Center or FQHC) in our service area since 2013.Many of our patients experience barriers to healthcare, and we strive to reduce obstacles to provide trauma-informed, culturally competent, affordable, accessible healthcare for all.We are an award-winning, robust, and high-functioning health system producing extraordinary community impact. We would love for you to join our growing team! FAMILY Circle of Care