Call Center Representative

• Oversee daily Patient Access contact center operations to ensure consistent service delivery, operational coverage, productivity, schedule adherence, quality, and client satisfaction.
• Manage and support Patient Access leadership, including Patient Access Managers, Floor Managers, Team Leads, Supervisors, or other assigned operational leaders.
• Ensure leaders are effectively managing employee performance, attendance, productivity, quality, coaching, corrective action, and daily operational execution.
• Monitor real-time and historical department performance to identify staffing gaps, queue concerns, service level risks, workflow issues, and performance trends.
• Ensure Patient Access teams meet or exceed established KPIs, including service level, abandonment rate, average speed of answer, average handle time, schedule adherence, productivity, quality scores, attendance, and client-specific performance metrics.
• Partner with Workforce Management to ensure proper staffing, schedule coverage, intraday management, overtime control, VTO usage, and forecast alignment.
• Ensure operational leaders are reviewing agent activity, call volume, schedule adherence, login/logout activity, timekeeping discrepancies, and other performance indicators.
• Identify operational barriers and implement action plans to improve performance, efficiency, quality, employee accountability, and patient/customer experience.
• Maintain a strong understanding of all Patient Access workflows, including scheduling support, answering service support, call routing, client-specific scripting, escalation procedures, and documentation requirements.

Operations Director – Call Center

• Offer subject matter expertise to patients and handle escalated calls
• Manage Salesforce and our message center
• Handle insurance tasks
• Set an example by meeting SLAs consistently
• Occasionally lead team huddles and meetings
• Attend on-boarding and learn about OrthoFi’s culture
• Train in our OrthoFi Software
• Complete customer service and collections specific on-boarding curriculum
• Handle all outbound and inbound communications with financially responsible parties

Bilingual Orthodontic Contact Center Representative

• Assist the Call Center Supervisor in managing the performance of the call center
• Ensure all external and internal customers receive the level of customer service required by Archimedes
• Perform front-line call taking to gain understanding of customer experience
• Assist in the training and coaching of call center staff
• Establish and execute clear procedures, processes, and standards for production and customer-service
• Report on trends of efficiency, customer service, and customer retention by collecting and analyzing data

Call Center Team Lead, Member Services

• Assists the Call Center Supervisor in managing the performance of the call center
• Ensures all external and internal customers receive the level of customer service required by Archimedes
• Assists in the training and coaching of call center staff
• Establishes and executes clear procedures, processes, and standards for production, productivity, quality, and customer-service
• Reports on trends on the call centers efficiency, customer service, and customer retention

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center

• Respond to inbound calls from existing customers
• Process service requests such as adding/removing vehicles and drivers, adding lienholder information, sending policy documents, etc.
• Help customers with questions they have regarding existing insurance policies in relation to coverages or policy benefits or make changes to existing policy
• Work to retain Jerry policyholders by actively finding solutions for customers who are at risk of cancellation

Call Center Agent

• Answer inbound patient scheduling calls based on department service level goals and address their concerns in a satisfactory manner.
• Communicate with patients to schedule, re-schedule and/or cancel their primary care provider appointment requests accurately by following practice scheduling protocols and tools.
• Accurately collects and performs data entry of all required patient demographic and insurance information.
• Uses professional communication etiquette and listening skills to assist patients with their scheduling needs.
• Build a safe and trustworthy environment with patients by utilizing both scripted and non-scripted communication methods.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support. Escalate any problems that may arise to management.
• Utilize and maneuver between several different software systems using dual monitors.
• Maintain accurate and up to date information in the documentation system.
• Maintain confidentiality of account information and provide exceptional customer service to all clients.
• Assist with other projects as assigned by management.

Hospital Call Center Scheduler

• Coordinate and oversee daily workflows to ensure work is completed accurately.
• Support Team Leads with daily operational issues and production challenges.
• Monitor performance metrics and conduct regular KPI reviews for Team Leads.
• Provide direct supervision and leadership to Team Leads (typically 5–10).
• Partner with IT to identify, test, and implement system enhancements.

Medical Call Center Manager

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines
• Utilize computer systems, software, and databases to accurately record patient information and interactions
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement
• Identify and communicate issues to senior level staff as appropriate

Tech, RX Call Center

• Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows.
• Develop custom scripts and integrations using NICE CXOne Studio, with a focus on integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs.
• Lead the implementation and support of CCaaS (Contact Center as a Service) solutions.
• Develop and improve technical standards for development, including coding standards and best practices.
• Conduct testing and validation to ensure performance, scalability and reliability of the platform.
• Provide Tier 3 support and act as a subject matter expert for NICE inContact technologies.
• Work with internal and external stakeholders to translate business needs into requirements and deliver scalable solutions.
• Monitor system performance, troubleshoot issues, and ensure high availability.
• Maintain documentation, SOPs, and training materials for internal teams.
• Stay current with emerging technologies and recommend improvements to enhance the contact center experience.
• Participate in code reviews, testing, and continuous integration processes.
• Assist in estimating and planning throughout the software development life cycle.

Senior Contact Center Engineer

• Defining enterprise CX architecture strategy and roadmaps
• Designing virtual agents, agent assist, and GenAI-driven CX solutions
• Leading integrations with CRM and enterprise systems, acting as a trusted advisor to enterprise clients
• Supporting pre-sales, delivery governance, and mentoring of architects

Enterprise Contact Center Architect, CCAI / CES – GCP

• Handle inbound and outbound calls
• Use consultative sales techniques to close deals
• Recommend training programs based on customer needs
• Meet or exceed sales goals and KPIs

Inside Sales Representative – Call Center, Pet Training Services

• Effectively captures medical information accurately and completely into donor management software.
• Facilitates the donation process through coordination and communication with donor families and medical personnel.
• Supports families of potential donors and communicates the opportunity for the gift of donation to families who have recently lost a loved one using empathy and care.
• Performs other related duties as assigned.

On-Site Medical Call-Center Specialist

• Effectively captures medical information accurately and completely into donor management software
• Facilitates the donation process through coordination and communication with donor families and medical personnel
• Supports families of potential donors and communicates the opportunity for the gift of donation to families who have recently lost a loved one using empathy and care
• Performs other related duties as assigned

• Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, and respond to patient inquiries according to established protocols.
• Refill prescription requests by established protocols, notify providers and ensure patient care tasks are completed for critical results, and coordinate follow-up care post-discharge or post-operative.
• Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, while also assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor.
• Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD.
• Medically screen and qualify patients for clinical trials.
• Perform follow-ups and patient education.
• Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient education.

Licensed Practical Nurse, Compact License Required – Part-Time, Call Center

• Guide emotional conversations in a calm and peaceful manner including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents.
• Provide customer service by engaging in positive interactions with pet families
• Answer a high volume of customer service calls in a work from home/ remote environment
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules
• Gather and accurately document the pet’s medical information and schedule appointments in an effective manner
• Meet all productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards, scheduled break times and work deadlines
• Other duties may be assigned to the employee to ensure the highest standard of customer service

See all jobs on JobTailor

Operations Director – Call Center

Bilingual Orthodontic Contact Center Representative

Call Center Team Lead, Member Services

Call Center Team Lead, Member Services

Patient Onboarding Associate – Call Center

Call Center Agent

Hospital Call Center Scheduler

Medical Call Center Manager

Tech, RX Call Center

Senior Contact Center Engineer

Enterprise Contact Center Architect, CCAI / CES – GCP

Inside Sales Representative – Call Center, Pet Training Services

On-Site Medical Call-Center Specialist

On-Site Medical Call-Center Specialist

Licensed Practical Nurse, Compact License Required – Part-Time, Call Center

Call Center Representative