Call Center Specialist - Polish Speaking

EPIC Health System LLC•Southfield, MI

13h•Onsite

About The Position

The Call Center Specialist is the first point of contact for patients, providing empathetic, clear, and efficient support throughout their healthcare experience. This on-site role serves patients across multiple clinic locations in a fast-paced, high-volume call environment. The specialist coordinates appointments and care-related communications, maintains accurate patient records, follows HIPAA and confidentiality standards, and helps patients navigate services and barriers to care. The role works with clinic and administrative teams to deliver a positive patient experience and improve workflows.

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 EHR systems; training is provided.
Ability to thrive 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 setting.
Experience with appointment scheduling and patient coordination.
Familiarity with EHR 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 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 between providers, clinics, pharmacies, and external partners.
Support pre- and post-visit workflows, including reminders and follow-ups.
Enter and update patient information in Electronic Health Record (EHR) systems.
Follow HIPAA and confidentiality standards and document patient interactions clearly and thoroughly.
Identify and address barriers to care, guide patients to appropriate services and resources, 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.