Patient Access Pro: Inbound Call Specialist

Serenity Mental Health Centers; Sandy Springs (GA); On-site; USD 23,000 - 27,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) retirement plan

Paid time off

Job summary

Serenity Mental Health Centers in Sandy Springs, GA, is seeking a Call Center Representative to join a fast-paced patient access team. You will listen, understand needs, and guide conversations to help callers feel comfortable taking the next step by scheduling appointments.

The role emphasizes active listening, clear communication, and empathy, with paid training and opportunities to grow within Serenity. No healthcare experience is required, and remote work is not indicated.

Qualifications

• High school diploma or GED required.
• Strong communicator who enjoys connecting with people.
• Naturally curious and willing to ask thoughtful questions to better understand someone's situation.
• Comfortable guiding conversations and helping people evaluate their options.
• Open to coaching, feedback, and learning new approaches.
• Able to remain engaged and solution-focused in a high-volume phone environment.
• Detail-oriented with accurate documentation while staying engaged in conversation.
• Willing to learn CRM platforms and scheduling systems.

Responsibilities

• Handle a high volume of inbound calls from prospective and existing patients.
• Build trust through active listening, thoughtful questions, and understanding each person's needs.
• Turn inbound interest into scheduled appointments by explaining options and next steps.
• Navigate questions and concerns by identifying barriers and offering solutions.
• Educate callers about Serenity's services, options, and expectations.
• Document conversations and patient information in our CRM and scheduling systems.
• Review performance, apply coaching, and continuously develop communication and patient engagement skills.

Skills

Active listening

Communication

Questioning

Empathy

Coachable

Customer service

CRM platforms

Scheduling systems

Education

High school diploma or GED

Tools

CRM systems

Scheduling systems

Job description

Serenity Mental Health Centers in Sandy Springs, GA, is seeking a Call Center Representative to join a fast-paced patient access team. You will listen, understand needs, and guide conversations to help callers feel comfortable taking the next step by scheduling appointments.

The role emphasizes active listening, clear communication, and empathy, with paid training and opportunities to grow within Serenity. No healthcare experience is required, and remote work is not indicated.