Senior Client Support Agent

Senior Client Support Agent

Call Center Medical/Legal | Marietta, GA

Position Overview

The Senior Client Support Agent serves as a senior-level patient and client coordination specialist within the MSO call center. This role manages complex patient interactions, supports intake and scheduling workflows, resolves escalated issues, and coordinates across clinical, legal, and operational teams to ensure exceptional patient experience and efficient case progression. This position operates in a fast-paced, high-volume environment requiring professionalism, urgency, adaptability, and strong attention to detail.

What You'll Do

• Manage complex patient and client interactions while serving as a primary point of contact for assigned accounts and cases
• Convert inbound inquiries into scheduled patient appointments and support patient retention initiatives
• Coordinate across clinical, legal, scheduling, and operational teams to ensure timely service delivery
• Handle escalated patient concerns and work toward efficient resolution
• Support onboarding activities, consultations, and case progression workflows
• Maintain accurate documentation and workflow management within Salesforce, NextGen, and related systems
• Monitor tasks, follow-ups, and service deliverables to ensure timely completion
• Assist leadership with process improvements, workflow execution, and operational consistency
• Participate in quality assurance initiatives, coaching programs, and ongoing training efforts
• Serve as a resource and mentor for junior team members

Requirements

Experience

35 years of customer service or client support experience, preferably in a high-volume call center environment

Experience handling escalations, workflow coordination, and complex client or patient interactions

Healthcare, medical/legal, or case management experience preferred

Skills

Excellent communication, problem-solving, and relationship management abilities

Strong organizational skills with the ability to multitask in a fast-paced environment

Proficiency with CRM and workflow systems (Salesforce preferred)

Experience with EMR/EHR systems such as NextGen preferred

Strong documentation accuracy and data integrity discipline

Ability to prioritize multiple workflows while maintaining service standards

Ability to collaborate effectively across multiple departments

Education

High school diploma required

Bachelor's degree in Business, Communications, Healthcare Administration, or related field preferred

Performance Metrics

Patient appointments scheduled and conversion rates

Documentation accuracy and QA scores

Speed-to-contact and follow-up completion

Schedule adherence and queue availability

Escalation resolution effectiveness

Patient satisfaction and service quality

Contribution to first appointment compliance and patient retention

Compliance & Quality Expectations

Maintain compliance with HIPAA and internal documentation standards

Adhere to communication, workflow, and escalation protocols

Participate in call quality monitoring and coaching initiatives

Career Growth Opportunities

High-performing team members will have opportunities for advancement into quality assurance, training, team leadership, operations, outside sales, case management, patient experience, and other leadership roles within the organization

What We Offer

Competitive salary with performance bonus opportunities

Comprehensive benefits package including health, dental, and vision insurance

Professional development and advancement opportunities

Collaborative and growth-oriented team environment

Preferred Qualifications

Bilingual capabilities (Spanish/English)

Experience in healthcare, legal services, or medical/legal coordination

Experience in case management, intake coordination, or workflow management

Ready to Apply?

If you are passionate about delivering exceptional client support, managing complex workflows, and contributing to a high-performing healthcare organization, we encourage you to apply with your resume highlighting your customer service, coordination, and operational achievements.

Equal Opportunity Employer