Call Center Specialist

Job Description

Job Description

Job Title: Call Center Specialist

Location: Southfield, Michigan (On-site)
Employment Type: Full-Time

At EPIC Health, every patient interaction matters. From the first phone call to post-visit follow-up, we believe exceptional care begins with exceptional service.

As a Call Center Specialist , you are the first point of contact for our patients—setting the tone for their entire healthcare experience. This role is ideal for a customer service professional who thrives in a fast-paced, high-volume call environment and is passionate about helping others.

You will provide empathetic support, clear communication, and efficient solutions to ensure every patient interaction is seamless, respectful, and positive.

• Serve as the primary point of contact via phone for patients across multiple clinic locations.
• Provide professional, empathetic, and solution-oriented support.
• Handle high call volumes while maintaining quality and accuracy.
• De-escalate concerns and ensure patients feel heard, valued, and supported.

• Schedule, reschedule, and confirm patient appointments efficiently.
• Provide patients with clear instructions regarding visits, documentation, and next steps.
• Coordinate communication between providers, clinics, pharmacies, and external partners.
• Support pre- and post-visit workflows including reminders and follow-ups.

• Accurately enter and update patient information in Electronic Health Record (EHR) systems.
• Maintain strict adherence to HIPAA and confidentiality standards .
• Document all patient interactions clearly and thoroughly.

• Identify and address barriers to care such as scheduling conflicts or access issues.
• Guide patients to appropriate services, resources, or departments.
• Support patients with clear explanations of services and processes.

• Deliver a high-quality patient experience on every call.
• Meet performance metrics including call volume, response time, and patient satisfaction .
• Collaborate with clinic and administrative teams to improve workflows and reduce delays.
• Participate in training and continuous improvement initiatives.

• High school diploma or GED.
• Minimum of 2 years of experience in a high-volume call center or customer service role (healthcare, banking, hospitality, or retail preferred).
• Strong verbal communication skills with a professional phone presence.
• Excellent interpersonal skills with the ability to build trust quickly.
• Strong organizational and multitasking abilities.
• Comfortable with technology, including EHR systems (training provided).
• Ability to thrive in a fast-paced, team-oriented environment .

• Experience in a healthcare call center or medical office setting .
• Experience with appointment scheduling and patient coordination.
• Familiarity with EHR systems.
• Experience handling escalated calls or difficult situations.

At EPIC Health, we are transforming how healthcare is delivered—focusing on compassion, accessibility, and comprehensive care for the communities we serve.

We believe service is not a department—it’s a culture. As a Call Center Specialist, you play a direct role in improving access to care and ensuring patients feel supported from their very first interaction.

You’ll join a mission-driven organization that values teamwork, accountability, and growth—where your work directly impacts lives.

• Competitive compensation
• Comprehensive benefits package (Medical, Dental, Vision)
• Short- and Long-Term Disability, Life & AD&D Insurance
• 401(k) retirement plan
• Paid Time Off, Holidays, Vacation, Personal, and Sick Leave
• Professional and personal development opportunities
• Employee recognition and assistance programs
• Supportive, high-performance team environment

If you’re passionate about delivering exceptional service and want to be the voice that guides patients through their healthcare journey, we’d love to hear from you.

Apply today and grow with EPIC Health.