Senior Client Support Agent

AICA Orthopedics, P.C.•Marietta, GA

6d•Onsite

About The Position

The Senior Client Support Agent serves as a senior-level patient and client coordination specialist within the MSO call center. This role manages complex patient interactions, supports intake and scheduling workflows, resolves escalated issues, and coordinates across clinical, legal, and operational teams to ensure exceptional patient experience and efficient case progression. This position operates in a fast-paced, high-volume environment requiring professionalism, urgency, adaptability, and strong attention to detail.

Requirements

3–5 years of customer service or client support experience, preferably in a high-volume call center environment
Experience handling escalations, workflow coordination, and complex client or patient interactions
Excellent communication, problem-solving, and relationship management abilities
Strong organizational skills with the ability to multitask in a fast-paced environment
Proficiency with CRM and workflow systems (Salesforce preferred)
Experience with EMR/EHR systems such as NextGen preferred
Strong documentation accuracy and data integrity discipline
Ability to prioritize multiple workflows while maintaining service standards
Ability to collaborate effectively across multiple departments
High school diploma required

Nice To Haves

Healthcare, medical/legal, or case management experience preferred
Bachelor’s degree in Business, Communications, Healthcare Administration, or related field preferred
Bilingual capabilities (Spanish/English)
Experience in healthcare, legal services, or medical/legal coordination
Experience in case management, intake coordination, or workflow management

Responsibilities

Manage complex patient and client interactions while serving as a primary point of contact for assigned accounts and cases
Convert inbound inquiries into scheduled patient appointments and support patient retention initiatives
Coordinate across clinical, legal, scheduling, and operational teams to ensure timely service delivery
Handle escalated patient concerns and work toward efficient resolution
Support onboarding activities, consultations, and case progression workflows
Maintain accurate documentation and workflow management within Salesforce, NextGen, and related systems
Monitor tasks, follow-ups, and service deliverables to ensure timely completion
Assist leadership with process improvements, workflow execution, and operational consistency
Participate in quality assurance initiatives, coaching programs, and ongoing training efforts
Serve as a resource and mentor for junior team members