Call Center Specialist

Corporate Services Division; South Dakota; Remote; USD 25,000 - 30,000; Full time

Benefits offered by this job

Performance bonus

Remote work eligible

Job summary

Monument Health in Rapid City, SD is seeking a Call Center Specialist I to be the first point of contact for patients, families, and providers. You will schedule appointments, verify insurance, address billing questions, and document interactions in the EHR while maintaining HIPAA compliance.

Remote work is eligible for certain states; performance-based bonuses may apply based on quality, efficiency, and patient satisfaction metrics, and you will report to the Call Center Supervisor(s).

Qualifications

• High school diploma or GED required.
• 1-3 years of call center experience preferred.
• Experience with insurance verification and billing questions preferred.

Responsibilities

• Answer inbound calls with professionalism and empathy.
• Schedule, reschedule, and confirm appointments in the EHR.
• Verify insurance coverage and assist with billing questions.
• Provide accurate information about services, policies and procedures.
• Document interactions in HIPAA-compliant manner.
• De-escalate complex issues for resolution.
• Support outbound campaigns (reminders, follow-ups, satisfaction surveys).
• Maintain call metrics like handling time and patient satisfaction.

Skills

Customer service

Call center

Scheduling

HIPAA compliance

Insurance verification

Communication

Education

High School Diploma or GED

Tools

EHR systems

Job description

Primary Location

Rapid City, SD USA

Department

CS Patient Call Center

Scheduled Weekly Hours

40

Starting Pay Rate Range $17.79 - $21.58

Call Center Specialist I $17.79-$20.45, Call Center Specialist I - RW $17.79-$20.45, Call Center Specialist II $18.77-$21.58, Call Center Specialist II - RW $18.77-$21.58

(Determined by the knowledge, skills and experience of the applicant.

Job Summary

The Call Center Specialist serves as the first point of contact for patients, families, and providers. This role ensures accurate information, empathetic communication, and efficient resolution of inquiries related to appointments, insurance, billing, and healthcare services. Opportunity for performance-based bonuses tied to quality, efficiency, and patient satisfaction metrics. This position reports to the Call Center Supervisor(s).

States eligible for remote work: SD, FL, GA, KY, OH, SC, TN, TX, VA, WY.

Job Description

Essential Functions

• Answer inbound calls and respond to patient inquiries with professionalism and empathy.
• Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
• Verify insurance coverage and assist with billing questions.
• Provide accurate information about healthcare services, policies, and procedures.
• Document all interactions in compliance with HIPAA and organizational standards.
• De-escalate complex issues for resolution.
• Support outbound call campaigns (appointment reminders, follow-ups, patient satisfaction surveys).
• Maintain performance metrics including call handling time, quality assurance, abandonment rates, and patient satisfaction scores.
• Apply a systemic perspective to problem-solving, recognizing how call center operations impact patient care, compliance, and organizational efficiency.
• All other duties as assigned.

Additional Requirements

Required

Education – High School Diploma/GED Equivalent

Preferred

Work Experience – 1-3 years Call Center Experience

Physical Requirements

Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Possible exposure to blood, bodily fluids, or tissues.

Job Category

Revenue Cycle

Job Family

Registration and Scheduling

15 Corporate Services Division

Make a difference. Every day.

Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.