Call Center Specialist
Monument Health•Rapid City, SD
•Onsite
About The Position
The Call Center Specialist serves as the first point of contact for patients, families, and providers. The role provides accurate information, empathetic communication, and efficient resolution of inquiries related to appointments, insurance, billing, and healthcare services. Performance-based bonuses may be available based on quality, efficiency, and patient satisfaction metrics. This position reports to the Call Center Supervisor(s).
Requirements
- High school diploma or GED equivalent.
Nice To Haves
- 1–3 years of call center experience.
Responsibilities
- Answer inbound calls and respond to patient inquiries professionally and empathetically.
- Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
- Verify insurance coverage and assist with billing questions.
- Provide accurate information about healthcare services, policies, and procedures.
- Document interactions in compliance with HIPAA and organizational standards.
- De-escalate complex issues for resolution.
- Support outbound call campaigns, including appointment reminders, follow-ups, and patient satisfaction surveys.
- Maintain performance metrics, including call handling time, quality assurance, abandonment rates, and patient satisfaction scores.
- Apply a systemic perspective to problem-solving, recognizing the impact of call center operations on patient care, compliance, and organizational efficiency.
- Perform all other duties as assigned.
Benefits
- Opportunity for performance-based bonuses tied to quality, efficiency, and patient satisfaction metrics.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
