Call Center Specialist - Polish Speaking

EPIC Health System•Southfield, MI

6d•Onsite

About The Position

The Call Center Specialist is the primary phone contact for patients across multiple clinic locations at EPIC Health. The Polish-speaking specialist provides empathetic, professional, and solution-oriented support in a fast-paced, high-volume call environment, helping patients navigate their healthcare experience and access care. The role includes scheduling and coordinating appointments, providing visit instructions and follow-up, communicating with providers and other partners, documenting interactions and maintaining patient records in EHR systems, and protecting patient confidentiality. The specialist identifies barriers to care, directs patients to appropriate services, meets call and patient-satisfaction performance metrics, and works with clinic and administrative teams to 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

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.
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, solution-oriented support and de-escalate patient 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.
Accurately enter and update patient information in EHR systems.
Document patient interactions clearly and thoroughly while adhering to HIPAA and confidentiality standards.
Identify and address barriers to care, and guide patients to appropriate services, resources, or departments.
Explain services and processes clearly to patients.
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.