Call Center Specialist - Polish Speaking

EPIC Health System•Southfield, MI

2d•Onsite

About The Position

The Call Center Specialist is the first point of contact for patients across multiple clinic locations and helps provide a seamless, respectful, and positive healthcare experience. This Polish-speaking role supports patients by phone in a fast-paced, high-volume environment, offering empathetic assistance, clear communication, and efficient solutions. The specialist schedules and coordinates appointments, communicates visit instructions and next steps, and works with providers, clinics, pharmacies, and external partners. The role also involves maintaining accurate patient records in electronic health record systems, documenting interactions, protecting confidential information, helping patients address barriers to care, and meeting service and performance expectations.

Requirements

High school diploma or GED.
At least 2 years of experience in a high-volume call center or customer service role.
Bilingual in English and Polish.
Strong verbal communication skills and a professional phone presence.
Excellent interpersonal skills and ability to build trust quickly.
Strong organizational and multitasking abilities.
Comfort with technology, including electronic health record systems; training is provided.
Ability to work in a fast-paced, team-oriented environment.

Nice To Haves

Customer service experience in healthcare, banking, hospitality, or retail.
Experience in a healthcare call center or medical office.
Experience with appointment scheduling and patient coordination.
Familiarity with electronic health record systems.
Experience handling escalated calls or difficult situations.

Responsibilities

Serve as the primary phone contact for patients across multiple clinic locations.
Provide professional, empathetic, and solution-oriented support, including de-escalating concerns.
Handle high call volumes while maintaining quality and accuracy.
Schedule, reschedule, and confirm patient appointments.
Provide patients with instructions regarding visits, documentation, and next steps.
Coordinate communication between providers, clinics, pharmacies, and external partners.
Support pre- and post-visit workflows, including reminders and follow-ups.
Enter and update patient information accurately in electronic health record systems.
Document patient interactions clearly and thoroughly while adhering to HIPAA and confidentiality standards.
Identify and address barriers to care, and guide patients to appropriate services, resources, or departments.
Explain services and processes clearly to patients.
Meet performance metrics for call volume, response time, and patient satisfaction.
Collaborate with clinic and administrative teams to improve workflows and reduce delays.
Participate in training and continuous improvement initiatives.