Call Center Specialist (Remote)

EPIC Health; United States; Remote; USD 22,730 - 32,373; Full time

Benefits offered by this job

Competitive compensation

Benefits package

401(k) retirement plan

Paid Time Off and Holidays

Professional development opportunities

Employee recognition and assistance

Job summary

EPIC Health, a patient‑focused healthcare provider, is hiring a Call Center Specialist for a remote, full‑time role in the United States. You will be the first point of contact, delivering empathetic support and clear guidance to patients.

Responsibilities include scheduling and coordinating appointments, updating patient records in EHR, and helping patients navigate care pathways while maintaining HIPAA compliance.

Qualifications

• High school diploma or GED required.
• Minimum 2 years in a high-volume call center or customer service role (healthcare, banking, hospitality, or retail preferred).
• Strong verbal communication and professional phone presence.
• Ability to thrive in a fast-paced, team-oriented environment.

Responsibilities

• Serve as primary point of contact via phone for patients across multiple clinics.
• Provide empathetic, solution-oriented support and de-escalate concerns.
• Schedule, reschedule, and confirm patient appointments; provide visit instructions.

Skills

Strong verbal communication

Excellent interpersonal skills

Strong organizational and multitasking

Comfortable with EHR systems

Team-oriented

Education

High school diploma or GED

Tools

EHR systems

Job description

Remote

Salary: $20.00 Hourly

Call Center Specialist

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

Competitive compensation

Comprehensive benefits package (Medical, Dental, Vision)

Short‑and Long‑Term Disability, Life & AD&D Insurance

401(k) retirement plan

Paid Time Off, Holidays, Vacation, Personal, and Sick Leave

Professional and personal development opportunities

Employee recognition and assistance programs

Supportive, high‑performance team environment