What are the responsibilities and job description for the Contact Center Specialist position at EXPRESS PAIN AND URGENT CARE PLLC?
Contact Center Specialist - Epic Pain Management
Full-Time | Monday–Friday, 8:00 AM – 5:00 PM
Epic Pain Management is seeking a detail-oriented and compassionate Centralized Scheduling/Contact Center Specialist to join our team. This role ensures consistent, compliant, and patient-centered communication while supporting clinical operations.
This is not your typical Contact Center—we’re a dynamic, close-knit team, and our group is growing! Bilingual (English/Spanish) strongly preferred. Medical knowledge and professionalism are essential, as you’ll be directly supporting both patients and providers.
Why Join Epic?
At Epic, every patient interaction matters. You’ll be part of a supportive and collaborative team where your work directly impacts patient outcomes, clinic efficiency, and overall patient experience.
Benefits include:
- PTO, paid holidays & 401(k) with 4% employer match
- 80% employer-paid medical insurance for employees, plus optional low-cost dental, vision, and family plans
- Pet insurance, legal insurance, identity theft protection, travel insurance, and employee discount programs
Essential Duties
- Patient Communication: Answer inbound calls with professionalism, verify patient identity, and provide courteous support
- Scheduling: Book, reschedule, and cancel appointments while optimizing provider schedules
- Documentation: Accurately record all patient interactions in Athena EMR, updating demographics and case details as needed
- Workflow Support: Assist providers and clinical staff with scheduling changes, routing cases, and ensuring proper follow-up
- Voicemail Management: Check and respond to messages twice daily, documenting all communications
- Medication & Records: Route medication inquiries appropriately, process medical records requests, and ensure compliance with HIPAA
- Collaboration: Partner with team members to manage call flow, balance workload, and support urgent or overflow tasks
- High school diploma or equivalent required
- Bilingual (English/Spanish) strongly preferred
- Previous medical office/healthcare experience (contact center experience a plus)
- Knowledge of HIPAA guidelines and patient confidentiality standards
- Strong communication skills with the ability to manage sensitive conversations
- Proficiency in EMR systems (Athena experience a plus)
- Team-oriented with accountability, reliability, and follow-through