What are the responsibilities and job description for the Patient Communication Center Coach (Call Center) position at Opportunities?
Are you passionate about helping others grow and thrive in their careers? PCHC’s Patient Communications Center is seeking a dedicated Patient Communication Center (PCC) Coach to lead, mentor, and inspire our team of Patient Communication Specialists. In this role, you’ll be at the heart of strengthening patient experiences, ensuring our team delivers compassionate, efficient, and high-quality service every time. If you love coaching others, building strong processes, and creating a culture of excellence in a thriving call center environment, this could be the opportunity for you.
Schedule: Monday-Friday, Typically 7:30am-4pm
NOTE: This role requires flexibility within the PCC’s business hours (7am-5pm) to meet the needs of the department. After completing the in-person training and assessment, this role may be eligible for a hybrid schedule if eligible per PCHC’s Telecommuting Policy.
What’s it like to work at PCHC? Find out: https://www.youtube.com/watch?v=GyC3DFYq0zg
Patient Communications Center Mission Statement: Listen to individuals and provide exceptional patient-centered service and appropriate resources to better health outcomes for our patients and the community, one phone call at a time.
Highlights of the position:
- Lead with impact – Coach and mentor Patient Communication Specialists through daily one-on-one sessions that build confidence, refine skills, and elevate patient care.
- Shape the future – Design and deliver engaging training programs that set new hires and experienced staff up for success, both in-person and virtually.
- Champion service excellence – Handle complex patient calls with professionalism and provide real-time coaching to ensure our team consistently delivers exceptional care.
- Drive quality improvement – Monitor performance trends, identify opportunities for growth, and design innovative solutions that improve outcomes for patients and staff alike.
- Collaborate with leaders – Partner with PCC leadership on hiring, onboarding, and ongoing development to strengthen our team and patient-focused mission.
- Be the go-to expert – Serve as a trusted resource for staff, ensuring policies are clear, workflows are consistent, and processes always support the best possible patient experience.
- Foster a positive culture – Model professionalism, teamwork, and patient-centered service to create a supportive and inspiring work environment.
Join PCHC's nationally recognized non-profit organization:
- Federally Qualified Health Center offering integrated Medical Home Model
- Collegial professional atmosphere with informed leadership
- Flexible schedules supportive of work/life balance
- Competitive compensation and generous benefits
- PCHC provides comprehensive, patient-centered care with integrated services, including Psychiatry & Mental Health, Dental, Family Medicine, Pediatrics, Pharmacy, Geriatrics, Laboratory Services, Physical Therapy, and more!
Education and Experience:
Required
- Minimum of three (3) years’ supervisory, lead or coaching experience required.
- Minimum of three (3) years’ experience in a medical office or call center required.
- Medical Terminology required.
- High school diploma or GED required.
Preferred
- Associate’s or Bachelor’s degree in health sciences field preferred.
- Graduate from an accredited program for Medical Assistant (MA) preferred.
Curious, or interested to learn more? Apply today! You can request a full copy of the detailed job description by emailing recruitment@pchc.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other characteristic protected by law.
