Call Center Specialist - Liver Transplant Clinic

Hours of Work : 8am-5pm Days Of Week : Monday-Friday (closed major holidays) Job Description This position will provide support to the Liver Institute clinics. Centralized services will include answering incoming calls from patients, other departments and outside organizations and serving as the first point of contact for coordination of care. The role acts as a liaison between patients and clinical support staff. Your Job Requirements High School Graduation or GED. Diploma from an accredited medical assistant program required. Position requires an individual with diverse skills and the ability to work on discrete tasks in a high-volume, high-pressured environment. Good judgment and professional demeanor is a must. Current National Medical Assistant Registration/Certification required. 2+ years of professional medical knowledge in a practice setting is preferred. Bilingual a plus. Your Job Responsibilities Answer incoming calls to the Liver Institute clinics, maintain strict confidentiality, provide first call resolution, screen calls, take messages when applicable, and convey information to appropriate parties following department workflows. Re-schedule appointments as necessary and learn phone system functionality. Offer exceptional customer service while answering telephones professionally and with a positive attitude. Handle multiple tasks, research required information, resolve customer issues, identify and elevate priority calls per department workflows. Ensure all patient calls submitted to the physician team are completed within a timely manner and document all calls with patients and physicians in the EMR. Demonstrate proficient knowledge of care management protocols, comprehensively plan care management for targeted patient populations using protocols defined by the Medical Director, and proactively communicate with patients regarding care plans. Effectively communicate STAT phone calls to the appropriate personnel. Comply with all administrative workflows of the department and adhere to Methodist Health System policies and procedures specific to this department. Communicate to management any issues or delays that may directly impact patient quality of care and customer service. Participate in continuing education and applicable activities to maintain professional competence. Work collaboratively with other department members to cultivate a team approach focused on achieving the highest quality of patient care and staff cooperation. Use EMR systems: NextGen, Meditech, OTTR, and e-Clinical, as well as other systems as needed. Use Microsoft Office (Word, Excel, Power Point, Outlook and Internet) and other tools as necessary. Perform other tasks and special projects as assigned by management. Flexible work schedule may be available per business needs. Normal work hours are 8AM-5PM. About the Organization Methodist Medical Group is the North Texas physician organization affiliated with Methodist Health System. Our fast-growing network of providers includes more than 92 MMG ambulatory clinics, an urgent care clinic, and a virtual care service known as MethodistNOW. Employees enjoy competitive salaries and an outstanding benefits package that includes medical, dental, and vision insurance; a matched retirement plan; an employee wellness program; and more. Opportunities for career growth are equally generous. Company Recognition Newsweek’s America’s Most Admired Workplaces 2026 Glassdoor’s Best-Led Companies 2025 Fortune’s Best Workplaces in Health Care 2025 Great Place to Work Certified 2026-2026 Glassdoor’s Best Places to Work 2025 TIME’s Best Companies for Future Leaders 2025 Military Friendly – Gold Employer 2025 Newsweek’s America’s Greatest Workplaces for Mental Well-Being 2025 Becker’s Healthcare Top Places to Work in Healthcare 2025 Newsweek’s Greatest Workplaces 2025 #J-18808-Ljbffr Methodist Health System