Contact Center Specialist

The client is looking at hiring a Contact Center Specialist for their team at Guadalajara, Mexico.

The Contact Center Specialist serves as the first point of contact for patients and customers, providing exceptional service through inbound and outbound calls. The role supports patient scheduling, registration, appointment management, information requests, and issue resolution while ensuring a positive patient experience and adherence to healthcare regulations and organizational standards.

Detailed responsibilities:

•Answer high-volume inbound calls from patients, providers, and healthcare consumers in a professional and courteous manner.

•Schedule, reschedule, and cancel patient appointments across Health facilities and clinics.

•Provide accurate information regarding healthcare services, providers, locations, and procedures.

•Verify patient demographics, insurance information, and registration details.

•Resolve customer concerns and inquiries while maintaining a high level of patient satisfaction.

•Document all interactions accurately in electronic health record (EHR) and customer service systems.

•Collaborate with clinics, providers, and support departments to address patient needs and service issues.

•Follow established call center procedures, workflows, and service standards.

Job Description:

•Maintain confidentiality of patient information and comply with HIPAA and privacy regulations.

•Meet performance metrics including quality, productivity, attendance, and service-level goals.

Key result areas:

Customer Service Excellence, Appointment Scheduling, Patient Registration, Call Handling, Healthcare Administration, Insurance Verification, CRM/EHR Systems, Conflict Resolution, Communication Skills, Data Entry & Documentation, Team Collaboration and HIPAA. Compliance

Academic and professional background:

•Graduation mandate.

•Previous customer service, contact center, healthcare, or patient access experience preferred.

•Strong verbal and written communication skills.

•Ability to multitask and navigate multiple computer applications simultaneously.

•Strong problem-solving and customer-focused mindset.

•Experience with healthcare systems such as Epic is an advantage.