Call Center Representative

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

• Manage a high volume of inbound patient calls professionally and efficiently
• Respond to patient messages and return calls promptly
• Schedule, reschedule, and coordinate appointments across multiple office locations
• Support patients with provider scheduling changes and appointment updates
• Provide patients with accurate information regarding providers, services, and office locations
• Assist with general insurance, billing, and referral inquiries or direct patients to appropriate resources
• Accurately document patient interactions in the electronic medical record (EMR)
• Update patient demographics and account information as needed
• Support referrals, medical records requests, and related administrative tasks
• Collaborate with clinical and administrative teams to ensure a seamless patient experience
• Perform additional duties as needed to support departmental operations

Call Center Representative – Centralized Scheduling & Patient Support

• Respond to incoming calls efficiently and effectively with the highest level of quality service.
• Handle inbound calls with the goal of increasing business through customer satisfaction and retention.
• Answer general questions from patients with courtesy and patience.
• Confirm, schedule, and reschedule appointments, as necessary.
• Follow up with patients on scheduled appointments.
• Update patient demographics.
• Collect and verify insurance information.
• Make outbound calls to patients and clinics.
• Handle online appointment requests.
• Handle email inquiries.
• Task messages to clinics.

• Support operations by providing first level of support via ticketing, email, and phone to aerospace customers
• Manage, maintain, and prioritize help desk queues effectively
• Identify, investigate, resolve, and follow-up on problems presented by internal and external customers regarding aviation issues
• Document, track, and monitor technical issues to ensure timely resolution
• Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met
• Use appropriate business systems to track and resolve customer issues

Call Center Agent

• Oversee inbound and outbound call center and in-clinic phone operations supporting appointment scheduling, care navigation, billing inquiries, and general patient support across clinic and telehealth lines
• Manage scheduling workflows for both in-person primary care visits and virtual (video/phone) appointments, ensuring efficient utilization of provider capacity
• Monitor and optimize KPIs including average handle time, first-call resolution, schedule fill rates, no-show rates, and patient satisfaction scores
• Develop and maintain scripts, workflows, and escalation protocols tailored to both in-clinic and virtual care scenarios
• Assist in execution proactive outreach programs including appointment reminders, annual wellness visit campaigns, chronic disease management check-ins, care gap closures, and post-visit follow-ups for both modalities
• Identify and remove barriers to access — including transportation, technology literacy, and language — by connecting patients with appropriate resources or virtual alternatives
• Partner with primary care providers and clinical staff to align engagement workflows with care team priorities and panel management goals
• Support transitions between in-person and virtual care, ensuring patients understand their options and feel confident navigating both
• Recruit, hire, train, and develop a team of patient engagement specialists and call center representatives
• Ensure staff are well-versed in the nuances of scheduling and supporting both in-person and telehealth visits, including technology troubleshooting support for virtual patients
• Conduct regular coaching, performance reviews, and professional development planning
• Build a culture of empathy, accountability, and continuous improvement
• Manage call center platforms and patient communication tools (e.g., ZenDesk/email, patient portal messaging)
• Analyze trends in call volume, messaging, and patient feedback to identify improvement opportunities
• Present performance dashboards and strategic recommendations to clinical and operational leadership
• Evaluate and assess emerging AI tools and technologies to identify opportunities for operational improvement. Collaborate cross-functionally to pilot, deploy and scale AI powered solutions
• Ensure all operations comply with HIPAA, applicable telehealth regulations, and state licensing requirements for virtual care delivery
• Oversee quality monitoring programs, including call reviews, patient satisfaction surveys, and virtual visit experience audits

Patient Engagement, Call Center Manager

• Answers and screens high volume calls
• Registers patient's demographics, telephone, and medication encounters
• Schedules patient appointments using computerized medical system or handwritten schedule
• Performs (pre) registration duties by obtaining pertinent patient information and maintaining patient charts
• Codes lab requisitions for proper processing and charging of lab work
• Ensures that patients receive appropriate information regarding scheduled tests and procedures
• Provides customer service to patients by relaying information about the Medical Center

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