Patient Access Call Center Specialist

Epic Systems Corporation; Southfield (MI); On-site; USD 32,000 - 52,000; Full time

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

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.