Contact Center Specialist
About The Position
Epic Pain Management is seeking a detail-oriented and compassionate Centralized Scheduling/Contact Center Specialist to join their team. This role ensures consistent, compliant, and patient-centered communication while supporting clinical operations. This is a dynamic, close-knit team that is growing. Bilingual (English/Spanish) is strongly preferred. Medical knowledge and professionalism are essential, as you’ll be directly supporting both patients and providers. At Epic, every patient interaction matters. You’ll be part of a supportive and collaborative team where your work directly impacts patient outcomes, clinic efficiency, and overall patient experience.
Requirements
- High school diploma or equivalent required
- Knowledge of HIPAA guidelines and patient confidentiality standards
- Strong communication skills with the ability to manage sensitive conversations
- Proficiency in EMR systems (Athena experience a plus)
- Team-oriented with accountability, reliability, and follow-through
Nice To Haves
- Bilingual (English/Spanish) strongly preferred
- Previous medical office/healthcare experience (contact center experience a plus)
Responsibilities
- Answer inbound calls with professionalism, verify patient identity, and provide courteous support
- Book, reschedule, and cancel appointments while optimizing provider schedules
- Accurately record all patient interactions in Athena EMR, updating demographics and case details as needed
- Assist providers and clinical staff with scheduling changes, routing cases, and ensuring proper follow-up
- Check and respond to messages twice daily, documenting all communications
- Route medication inquiries appropriately, process medical records requests, and ensure compliance with HIPAA
- Partner with team members to manage call flow, balance workload, and support urgent or overflow tasks
Benefits
- PTO
- paid holidays
- 401(k) with 4% employer match
- 80% employer-paid medical insurance for employees
- optional low-cost dental
- vision
- family plans
- Pet insurance
- legal insurance
- identity theft protection
- travel insurance
- employee discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
