Call Center Specialist

Tyler Family Circle of•Tyler, TX

5h•Onsite

About The Position

The Call Center Specialist plays an important role in creating a positive and seamless experience for Family Circle of Care patients. This position serves as a primary point of contact for patients by answering incoming calls, scheduling appointments, providing clinic information, documenting patient needs, and connecting patients with the appropriate clinical team when needed. The ideal candidate is friendly, dependable, organized, and comfortable working in a fast-paced environment while managing a high volume of patient interactions. Strong communication and customer service skills are essential to ensuring each patient receives timely, accurate, and compassionate assistance.

Requirements

High school diploma or GED required.
Strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Strong listening skills and attention to detail.
Ability to remain professional and helpful when assisting patients with difficult or sensitive situations.
Ability to accurately enter and maintain information in electronic systems.
Basic computer skills and ability to learn electronic medical record and scheduling systems.
Ability to effectively manage multiple calls, tasks, and priorities in a fast-paced environment.
Dependable attendance and punctuality.

Nice To Haves

At least one year of experience in an office, call center, medical office, customer service, or related setting preferred, but not required.
Experience in a healthcare or medical office setting is a plus.
Bilingual in Spanish, preferred.

Responsibilities

Answer incoming calls and provide friendly, professional assistance to patients.
Provide accurate information regarding Family Circle of Care clinics and services.
Schedule, confirm, cancel, and reschedule patient appointments.
Ensure appointments are scheduled with the appropriate provider and reflect the patient's needs.
Monitor cancellations and no-shows to identify opportunities for same-day appointments.
Update patient demographic information during scheduling and pre-registration.
Accurately document patient communications and requests in the electronic scheduling system.
Communicate patient medical requests to the appropriate clinical team.
Recognize when patient concerns should be escalated to a triage nurse or other clinical staff.
Route and transfer calls to the appropriate clinic, department, or team member when assistance cannot be provided directly.
Help minimize patient hold times by efficiently managing and routing calls.
Protect patient privacy and maintain confidentiality in accordance with HIPAA requirements.
Maintain knowledge of and compliance with applicable organizational, state, and federal requirements.
Participate in quality and continuous performance improvement initiatives.
Provide excellent customer service while interacting with patients, families, providers, and team members.