Call Center Specialist

Company: SFP Health Group

(The Doctors Center | Soni Family Practice | Elite Associates | ENT Associates)

Job title: Call Center Specialist 

Division/Department: Clinic Operations

Reports to: Call Center Manager

Job Summary: 

The Call Center Specialist is responsible for managing high-volume inbound and outbound patient communications across SFP Health Group entities. This role supports appointment scheduling, patient inquiries, care coordination, and administrative follow-up while ensuring an exceptional patient experience. The specialist must demonstrate strong multitasking abilities, professionalism, and efficiency in a fast-paced healthcare environment.

Essential Duties and Responsibilities: 

Patient Interaction & Call Management: 

• Answer high-volume inbound calls and provideaccurate,timely, and professional responses to patient inquiries. 
• Triage patient calls todeterminetheappropriatelevelof care and routing. 
• De-escalate patient concerns and provide effective resolution with empathy and professionalism. 
• Build strong patient relationships and deliver a high-quality patient experience.

Scheduling & Administrative Support

• Schedule, reschedule, and cancel appointments accurately across all SFP Health Group entities. 
• Work theOnline Scheduling Sheet dailyto ensure all scheduling needs are addressed. 
• Assistwith patient needs including referrals, prior authorizations, lab results, prescription refills, and eligibility verification. 
• Maintain accuracy of patient records and update information as needed.

Call Center Performance Expectations

• Maintain aminimum of 80 calls answered dailyas a baseline expectation; team members are expected to exceed this as call volume requires. 
• Complete all assignedvoicemail tasks daily andin a timely manner. 
• Actively manage andwork ontheChase Listto ensure follow-ups and pending items are completed. 
• Utilize downtime between calls productively to complete assigned administrative tasks. 
• Actively manage and work on the Online Scheduling sheet to ensurevisitsare correctly scheduled.
• Ensure thatall daily responsibilities are completed bythe endofthe day.

Patient Engagement & Retention

• Educate patients on services, preventative care, and follow-up appointments. 
• Promote wellness programs and clinic services. 
• Identify and address causes of no-shows and assist in reducing missed appointments.
• Ensuretimelypatient engagement, especially within early enrollment periods.

Documentation & Collaboration

• Document all patient interactions accurately in the EHR system. 
• Close out open tasks and encounters daily to ensure continuity of care. 
• Collaborate with clinical and administrative teams to improve patient outcomes and experience.

Training & Professionalism

• Support onboarding and training of new team members. 
• Maintain professionalism, confidentiality, and compliance with HIPAA standards. 
• Demonstrate respect and courtesy to patients, families, and staff at all times.

Knowledge, Skills, and Abilities

• Strong understanding of healthcare workflows and patient coordination. 
• Proficiencyin EHR systems (Athena or similar preferred). 
• Excellent communication and active listening skills. 
• Strong multitasking and organizational abilities. 
• Ability to work in a fast-paced, high-volume environment. 
• Customer-service driven mindset with empathy and problem-solving skills. 
• Proficient in Microsoft Office and general computer systems.

Qualifications

• High School Diploma or equivalent required. 
• Medical Assistant certification preferred. 
• Minimum3 years of customer service experience, preferably in a call center or healthcare setting.
• Minimum1 year of Medical Assistant or healthcare experiencepreferred. 
• Bilingual (English/Spanish) preferred.

Physical & Mental Requirements: (check all that apply)

Ability to stand or sit for extended periods of time.

Ability to receive and comprehend instructions verbally and/or in writing.

Ability to use logical reasoning for simple and complex problem solving.

Occasionally requires exposure to communicable diseases or bodily fluids.

Occasional travel for clinic activities may be required. 

The information listed above is not comprehensive of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Review by: Call Center Manager & Regional Director of Operations

Approved by: Date: 5/1/2026