Call Center Specialist

Epic Systems Corporation

Southfield (MI)

On-site

USD 32,000 - 52,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Medical, Dental, Vision benefits

Disability and life insurance

401(k) retirement plan

Paid time off & holidays

Professional development opportunities

Employee recognition programs

Supportive team environment

Job summary

EPIC Health in Southfield, MI is seeking a Call Center Specialist to be the first voice patients hear and to set the tone for their care journey.

You will handle high-volume calls, schedule appointments, coordinate with providers and clinics, and maintain accurate patient records while upholding HIPAA standards. A fast-paced, team-oriented environment and a dedication to compassionate service are essential.

Qualifications

Minimum of 2 years in a high-volume call center or customer service role.
Strong verbal communication and professional phone presence.
Excellent interpersonal skills to build trust quickly.
Strong organizational and multitasking abilities.
Comfortable with technology, including EHR systems.
Thrives in a fast-paced, team-oriented environment.

Responsibilities

Serve as the primary point of contact via phone for patients across multiple clinic locations.
Provide empathetic, solution-oriented support.
Handle high call volumes with quality and accuracy.
De-escalate concerns and ensure patients feel heard and supported.
Schedule, reschedule, and confirm patient appointments.
Coordinate communication between providers, clinics, pharmacies, and partners.
Maintain accurate patient information in EHR and ensure HIPAA compliance.
Identify barriers to care and guide patients to services.
Meet performance metrics like call volume, response time, and patient satisfaction.
Participate in training and continuous improvement initiatives.

Skills

Verbal communication

Interpersonal skills

Organizational skills & multitasking

EHR systems proficiency

Team-oriented collaboration

Call center experience (2+ years)

Education

High school diploma or GED

Tools

EHR systems

Job description

Job Title: Call Center Specialist

Location: Southfield, Michigan (On-site)

Employment Type: Full-Time

Be the Voice of Patient Care at EPIC Health

At EPIC Health, every patient interaction matters. From the first phone call to post-visit follow-up, we believe exceptional care begins with exceptional service.

As a Call Center Specialist, you are the first point of contact for our patients—setting the tone for their entire healthcare experience. This role is ideal for a customer service professional who thrives in a fast-paced, high-volume call environment and is passionate about helping others.

You will provide empathetic support, clear communication, and efficient solutions to ensure every patient interaction is seamless, respectful, and positive.

What You’ll Do

Be the Voice and Advocate for Our Patients

Serve as the primary point of contact via phone for patients across multiple clinic locations.
Provide professional, empathetic, and solution-oriented support.
Handle high call volumes while maintaining quality and accuracy.
De-escalate concerns and ensure patients feel heard, valued, and supported.

Appointment Scheduling & Care Coordination

Schedule, reschedule, and confirm patient appointments efficiently.
Provide patients with clear instructions regarding visits, documentation, and next steps.
Coordinate communication between providers, clinics, pharmacies, and external partners.
Support pre- and post-visit workflows including reminders and follow-ups.

Patient Records & Documentation

Accurately enter and update patient information in Electronic Health Record (EHR) systems.
Maintain strict adherence to HIPAA and confidentiality standards.
Document all patient interactions clearly and thoroughly.

Remove Barriers & Improve Access

Identify and address barriers to care such as scheduling conflicts or access issues.
Guide patients to appropriate services, resources, or departments.
Support patients with clear explanations of services and processes.

Service Excellence & Performance

Deliver a high-quality patient experience on every call.
Meet performance metrics including call volume, response time, and patient satisfaction.
Collaborate with clinic and administrative teams to improve workflows and reduce delays.
Participate in training and continuous improvement initiatives.

What You Bring

Required Qualifications

High school diploma or GED.
Minimum of 2 years of experience in a high-volume call center or customer service role (healthcare, banking, hospitality, or retail preferred).
Strong verbal communication skills with a professional phone presence.
Excellent interpersonal skills with the ability to build trust quickly.
Strong organizational and multitasking abilities.
Comfortable with technology, including EHR systems (training provided).
Ability to thrive in a fast-paced, team-oriented environment.

Preferred Qualifications

Experience in a healthcare call center or medical office setting.
Experience with appointment scheduling and patient coordination.
Familiarity with EHR systems.
Experience handling escalated calls or difficult situations.

Why Join EPIC Health?

At EPIC Health, we are transforming how healthcare is delivered—focusing on compassion, accessibility, and comprehensive care for the communities we serve.

We believe service is not a department—it’s a culture. As a Call Center Specialist, you play a direct role in improving access to care and ensuring patients feel supported from their very first interaction.

You’ll join a mission-driven organization that values teamwork, accountability, and growth—where your work directly impacts lives.

What We Offer