Contact Center Specialist

Express Pain And Urgent Care • San Antonio, TX

1d

About The Position

Epic Pain Management is seeking a detail-oriented and compassionate Centralized Scheduling/Contact Center Specialist to support clinical operations through consistent, compliant, and patient-centered communication. This role directly supports patients and providers and contributes to patient outcomes, clinic efficiency, and the overall patient experience. The team is described as supportive, collaborative, close-knit, and growing. Bilingual English/Spanish skills are strongly preferred, and medical knowledge and professionalism are essential.

This is a full-time position with a Monday–Friday schedule from 8:00 AM to 5:00 PM.

Requirements

• High school diploma or equivalent.
• Knowledge of HIPAA guidelines and patient confidentiality standards.
• Strong communication skills and the ability to manage sensitive conversations.
• Proficiency in EMR systems.
• Team-oriented approach, accountability, reliability, and follow-through.

Nice To Haves

• Bilingual English/Spanish skills are strongly preferred.
• Previous medical office or healthcare experience; contact center experience is a plus.
• Experience with Athena EMR is a plus.

Responsibilities

• Answer inbound calls professionally, verify patient identity, and provide courteous support.
• Book, reschedule, and cancel appointments while optimizing provider schedules.
• Accurately record patient interactions in Athena EMR and update demographics and case details as needed.
• Assist providers and clinical staff with scheduling changes, route cases, and ensure proper follow-up.
• Check and respond to voicemails twice daily and document communications.
• Route medication inquiries appropriately and process medical records requests while ensuring HIPAA compliance.
• Collaborate with team members to manage call flow, balance workload, and support urgent or overflow tasks.

Benefits

• Paid time off (PTO).
• Paid holidays.
• 401(k) with a 4% employer match.
• Medical insurance that is 80% employer-paid for employees.
• Optional low-cost dental, vision, and family plans.
• Pet insurance.
• Legal insurance.
• Identity theft protection.
• Travel insurance.
• Employee discount programs.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED