Call Center Specialist

Current Employees: If you are a current Monument Health employee, please apply via the internal career site by logging into your Workday Account and clicking the "Career" icon on your homepage. 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 II $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). 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 Shift Requires the ability to work assigned schedules and hours as determined by the department Employee Type Regular 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. Learn more about a rewarding career at Monument Health. Click the "Get Started" button below to tell us more about yourself.