Call Center Specialist

About the Role:

The Call Center Specialist plays an important role in creating a positive and seamless experience for Family Circle of Care patients.

This position serves as a primary point of contact for patients by answering incoming calls, scheduling appointments, providing clinic information, documenting patient needs, and connecting patients with the appropriate clinical team when needed.

The ideal candidate is friendly, dependable, organized, and comfortable working in a fast-paced environment while managing a high volume of patient interactions. Strong communication and customer service skills are essential to ensuring each patient receives timely, accurate, and compassionate assistance.

Responsibilities:

• Answer incoming calls and provide friendly, professional assistance to patients.
• Provide accurate information regarding Family Circle of Care clinics and services.
• Schedule, confirm, cancel, and reschedule patient appointments.
• Ensure appointments are scheduled with the appropriate provider and reflect the patient's needs.
• Monitor cancellations and no-shows to identify opportunities for same-day appointments.
• Update patient demographic information during scheduling and pre-registration.
• Accurately document patient communications and requests in the electronic scheduling system.
• Communicate patient medical requests to the appropriate clinical team.
• Recognize when patient concerns should be escalated to a triage nurse or other clinical staff.
• Route and transfer calls to the appropriate clinic, department, or team member when assistance cannot be provided directly.
• Help minimize patient hold times by efficiently managing and routing calls.
• Protect patient privacy and maintain confidentiality in accordance with HIPAA requirements.
• Maintain knowledge of and compliance with applicable organizational, state, and federal requirements.
• Participate in quality and continuous performance improvement initiatives.
• Provide excellent customer service while interacting with patients, families, providers, and team members.

Qualifications:

• High school diploma or GED required.
• At least one year of experience in an office, call center, medical office, customer service, or related setting preferred, but not required.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong listening skills and attention to detail.
• Ability to remain professional and helpful when assisting patients with difficult or sensitive situations.
• Ability to accurately enter and maintain information in electronic systems.
• Basic computer skills and ability to learn electronic medical record and scheduling systems.
• Ability to effectively manage multiple calls, tasks, and priorities in a fast-paced environment.
• Dependable attendance and punctuality.
• Experience in a healthcare or medical office setting is a plus.
• Bilingual in Spanish, preferred.

Benefits:

Family Circle of Care offers a comprehensive benefits package designed to support the health, financial security, and well-being of our employees, including:

• Medical, dental, and vision insurance
• Employer-supported retirement plan
• Paid time off
• Paid holidays
• Employer-paid and voluntary benefit options
• Employee assistance and wellness resources
• Opportunities for professional growth and development

About Family Circle of Care

Family Circle of Care is a health center that operates medical clinics, a dental clinic, pharmacy services, and a mobile medical clinic serving East Texas communities. We provide Obstetrics & Gynecology, Pediatrics, Family Medicine, Internal Medicine, Mental Health Services, Dental Services, Pharmacy Services, and Social Services and Resource Assistance, and have been a leading community health center (also known as a Federally Qualified Health Center or FQHC) in our service area since 2013.

Many of our patients experience barriers to healthcare, and we strive to reduce obstacles to provide trauma-informed, culturally competent, affordable, accessible healthcare for all.

We are an award-winning, robust, and high-functioning health system producing extraordinary community impact. We would love for you to join our growing team!