Call Center Specialist

EPIC Health System•Southfield, MI

2d•Onsite

About The Position

The Call Center Specialist is the first point of contact for patients, providing empathetic, professional support and efficient solutions in a fast-paced, high-volume call environment. The role supports patients across multiple clinic locations and helps ensure a seamless, respectful, and positive healthcare experience. The specialist schedules, reschedules, and confirms appointments; explains visit instructions and next steps; coordinates communication among providers, clinics, pharmacies, and external partners; and supports pre- and post-visit workflows. The role also maintains accurate patient records in electronic health record systems, documents interactions, and follows HIPAA and confidentiality standards. The specialist helps identify and address barriers to care, directs patients to appropriate services and resources, meets call-volume, response-time, and patient-satisfaction metrics, and collaborates with clinic and administrative teams to improve workflows. The position is on-site in Southfield, Michigan, and is full-time, Monday through Friday, 8:30 a.m. to 5:00 p.m.

Requirements

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

Nice To Haves

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

Responsibilities

Serve as the primary phone contact for patients across multiple clinic locations.
Provide professional, empathetic, and solution-oriented support while handling high call volumes accurately.
De-escalate concerns and help patients feel heard, valued, and supported.
Schedule, reschedule, and confirm patient appointments.
Provide clear instructions about visits, documentation, and next steps.
Coordinate communication among 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.
Maintain HIPAA and confidentiality standards and document patient interactions clearly and thoroughly.
Identify and address barriers to care, including scheduling conflicts and access issues.
Guide patients to appropriate services, resources, or departments and explain services and processes.
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.