Call Center Specialist

EPIC Health System LLC•Southfield, MI

13h•Onsite

About The Position

The Call Center Specialist is the first point of contact for patients across multiple clinic locations, providing empathetic, professional, and solution-oriented support in a fast-paced, high-volume call environment. The role helps create a positive patient experience by addressing questions and concerns, coordinating care, and supporting access to services. Responsibilities include scheduling and confirming appointments, providing visit instructions, coordinating communication among providers, clinics, pharmacies, and external partners, and supporting pre- and post-visit workflows. The specialist also updates patient information in electronic health record systems, documents interactions, and follows HIPAA and confidentiality standards. This role works with clinic and administrative teams to meet service metrics, improve workflows, and reduce delays.

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 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 and de-escalate concerns.
Handle high call volumes while maintaining quality and accuracy.
Schedule, reschedule, and confirm patient appointments.
Provide patients with 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 in electronic health record systems.
Follow HIPAA and confidentiality standards and document patient interactions clearly.
Identify barriers to care and guide patients to appropriate services, resources, or departments.
Meet performance metrics including 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.