Call Center Specialist at Monument Health in Rapid City, SD USA

Job description

• The Call Center Specialist serves as the first point of contact for patients, families, and providers. This role ensures accurate information, empathetic communication, and efficient resolution of inquiries related to appointments, insurance, billing, and healthcare services. Opportunity for performance-based bonuses tied to quality, efficiency, and patient satisfaction metrics. This position reports to the Call Center Supervisor(s).

Responsibilities

• Answer inbound calls and respond to patient inquiries with professionalism and empathy.
• Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
• Verify insurance coverage and assist with billing questions.
• Provide accurate information about healthcare services, policies, and procedures.
• Document all interactions in compliance with HIPAA and organizational standards.
• De-escalate complex issues for resolution.
• Support outbound call campaigns (appointment reminders, follow-ups, patient satisfaction surveys).
• Maintain performance metrics including call handling time, quality assurance, abandonment rates, and patient satisfaction scores.
• Apply a systemic perspective to problem-solving, recognizing how call center operations impact patient care, compliance, and organizational efficiency.
• All other duties as assigned.

Requirements

• Education - High School Diploma/GED Equivalent
• Work Experience - 1-3 years Call Center Experience

Skills

Required

• professionalism
• empathy
• communication
• problem-solving
• electronic health record (EHR) systems
• HIPAA compliance
• call center operations
• performance metrics