Call Center Representative - Mays and Schnapp

Call Center Representative

Resolve Pain Solutions is committed to improving the quality of life for individuals experiencing chronic and acute pain. We are seeking a dynamic Call Center Representative for a growing, multi-site healthcare organization. This position will be based at our Mays & Schnapp location in Memphis, TN. We offer comprehensive, patient-centered care through innovative treatment plans, clinical expertise, and compassionate service. Our team of healthcare professionals strives to ensure every patient feels heard, respected, and supported on their journey to pain relief.

Position Summary: As a Call Center Representative at Resolve Pain Solutions, you will serve as the first point of contact for patients seeking support, information, or assistance. You will play a vital role in scheduling appointments, answering patient inquiries, verifying insurance, and ensuring each caller receives a positive and empathetic experience. This role requires excellent communication skills, a customer-first attitude, and the ability to handle sensitive patient information with confidentiality and professionalism.

• Answer inbound calls for all locations and respond to patient inquiries in a courteous, compassionate, and professional manner.
• Schedule, reschedule, and confirm appointments according to provider availability and patient needs.
• Verify insurance eligibility and coverage and collect or update patient demographic and contact information.
• Triage calls appropriately, transferring to clinical staff or other departments as needed.
• Document all patient interactions accurately in the electronic medical record (EMR) system.
• Provide clear instructions and information regarding office policies, treatment preparation, and follow-up care.
• Manage high call volume while maintaining quality service standards and productivity metrics.

Qualifications: High school diploma or equivalent (required). Minimum 1 year of call center, front desk, or customer service experience, preferably in a healthcare setting. Familiarity with medical terminology, insurance verification, and EMR systems is a plus. Bilingual in English and Spanish is a strong advantage. Excellent verbal and written communication skills. Ability to handle confidential information with discretion and comply with HIPAA regulations. Strong organizational and multitasking abilities. Compassionate, patient-focused mindset.