Job Location: 5719 Widewaters Pkwy & Remote Opportunity after Supervisor approves satisfactory training complete.
Full Time Monday - Friday, 8:00am to 4:30pm
Job Description
The Patient Engagement Center Specialist is responsible for serving as the primary point of contact for patients' inbound calls to schedule patients in our orthopedic practice. This role focuses on efficiently and accurately scheduling patient appointments, facilitating access to care, and delivering a high-quality patient experience in a fast-paced call center environment. The Specialist acts as a brand ambassador for the practice and plays a critical role in patient satisfaction, provider utilization, and overall access performance.
Job Responsibilities
Patient Scheduling & Access
- Answer inbound patient calls in a high-volume call center environment in accordance with service level expectations.
- Schedule new and established patient appointments across multiple orthopedic subspecialties, providers, and locations.
- Accurately capture and verify patient demographics, insurance information, and appointment details in the practice management system.
- Coordinate appointment logistics including appointment requirements, referrals, pre-visit instructions, and follow-up scheduling.
Patient Experience
- Deliver professional, empathetic, and patient-centered service on every interaction.
- Clearly communicate appointment details, preparation instructions and next steps to patients.
- De-escalate concerns and route clinical or administrative issues appropriately while maintaining a positive patient experience.
Operational Excellence
- Meet or exceed call center performance metrics, including call quality, scheduling accuracy, call handling time, and attendance standards.
- Adhere to standardized scheduling protocols, scripts, proper task documentation and workflows to ensure consistency across the patient engagement center.
- Maintain compliance with HIPAA, privacy, and organizational policies at all times.
Collaboration & Continuous Improvement
- Partner with clinical teams, front desk staff, and leadership to resolve scheduling issues and optimize access.
- Participate in ongoing training, coaching, and quality assurance initiatives.
- Identify trends or recurring patient concerns and escalate opportunities for process improvement.
Required Skills
Education:
- High school diploma or equivalency
Experience:
- Minimum of 1 year experience in a call center, patient access, scheduling, or customer service role (healthcare preferred).
- Strong verbal communication skills with a professional phone presence.
- Demonstrated ability to manage multiple systems and tasks simultaneously in a fast-paced environment.
- Proficiency with electronic scheduling systems and basic computer applications.
- Familiarity with medical terminology, insurance plans, and referral workflows, preferred.
Experience:
- Strong interpersonal, communication, and customer service skills
- Ability to manage multiple tasks in a fast-paced clinical environment
- Excellent communication and interpersonal skills.
- Professional, calm, and patient-focused demeanor
- High attention to detail and accuracy
- Strong organizational and time-management skills
- Discretion in handling confidential information
- Team-oriented with a proactive, service-driven mindset.
Apply for Patient Engagement Center Specialist Position
Benefits of Working at SOS
- Work life balance, including weekends, evenings, and holidays off
- Part of a team that helps restore function in our community
- RNs, LPNs, and MAs work together in a team atmosphere
- Opportunities for overtime working SOS PLUS Walk-In Care
- On site and free parking, steps away from the office you work
- Educational assistance with reimbursements for expenses associated with continuing education courses
Pay Range: $16.52 - $25.90