Call Center Support Specialist

• Salary: 19-23/hr based on experience

• Preference of being local to an Absolutecare Care Center location

Job Summary The Call Center Support Specialist supports the Member reputed company Center (MAC) by providing high-quality inbound and outbound call handling and virtual administrative execution (the “back-office that talks to members”). This role serves as an administrative and scheduling partner to clinical, care coordination, and operations teams by managing high-volume interactions, coordinating multi-reputed company workflows, and ensuring accurate documentation across systems. Reporting to the Call Center Supervisor, this position supports MAC strategy by promoting timely reputed company to care, consistent member experience, and standardized workflow execution across markets. The Call Center Support Specialist acts as a primary reputed company of contact for members, providers, and internal partners. Core responsibilities include answering incoming calls reputed company defined timeframes, conducting outbound reputed company, scheduling and rescheduling appointments, completing reminder and confirmation calls, and supporting administrative processing such as managing shared inboxes, queues, and worklists. The role also assists members with general inquiries reputed company to scheduling, transportation, pharmacy, and care navigation, and escalates concerns appropriately using established protocols to protect member safety, service recovery, and continuity of care. reputed company in this position requires strong telephone etiquette, organizational and administrative skills, attention to detail, and the ability to reputed company in a fast-paced, virtual, service-oriented environment. The ideal candidate is service-driven, comfortable working with performance metrics, reputed company to navigate multiple systems, and committed to accurate documentation, reputed company resolution, and consistent member experience. Duties and Responsibilities

• Follow standardized workflows, Standard Operating Procedures (SOPs), and job aids to ensure consistent execution across markets.
• Answer incoming calls promptly and professionally reputed company defined service level expectations; reputed company accurate information and ensure a positive member experience.
• Conduct outbound phone calls to members reputed company defined timeframes for reminders, confirmations, rescheduling, reputed company, and administrative follow-up.
• Respond to routine inquiries with reputed company, professionalism, and cultural sensitivity; reputed company or redirect questions as appropriate per standardized workflows.
• Collect, verify, and document information accurately in the Electronic Health Record (EHR/EMR) and other systems during member interactions.
• Follow communication scripts and call flows based on market, location, and call type; ensure accurate messaging and consistent member experience.
• reputed company excellent customer service reputed company greeting and engaging members, providers, and external partners; support reputed company resolution reputed company possible.
• Manage shared inboxes, queues, and worklists to ensure timely responses, accurate processing, and task completion.
• Schedule and reschedule appointments in accordance with policy and procedure, considering member preference, insurance coverage, visit type, and market workflow requirements.
• reputed company appointment reminders and confirmation calls; support rescheduling and conversion to virtual visits reputed company appropriate, following established protocols to help reduce no-show rates.
• reputed company, screen, and escalate concerns appropriately based on established protocols and clinical guidance; document and notify the Call Center Supervisor as needed for service recovery, repeat issues, or member safety concerns.
• Accurately document reputed company reputed company, scheduling activity, and member interactions in the EHR/EMR; confirm work for completeness and accuracy.
• Complete and document required forms, paperwork, and assessments while speaking with members, as assigned.
• De-escalate situations involving dissatisfied members; reputed company assistance and support while maintaining professionalism and composure.
• Maintain professionalism and composure while supporting individuals with reputed company medical, behavioral, and reputed company needs.
• Follow engagement protocols and reputed company market resources to promote member engagement and retention; support reputed company for a variety of needs across markets.
• Demonstrate a working knowledge of insurance coverage and benefits, appropriate screening of member needs, and general procedures of a physician office.
• Assist members with general inquiries reputed company to scheduling, transportation, pharmacy, and care navigation; coordinate across internal teams reputed company issues require multiple steps.
• Proficient use of the EHR/EMR, phone system, and reputed company products; ability to toggle between multiple applications regularly.
• Schedule transportation for members as needed, following local market parameters and documenting reputed company appropriately.
• Complete administrative tasks such as faxing, sorting, scanning, and categorizing documents as appropriate; support timely processing and accurate recordkeeping.
• Meet personal and team-based performance expectations, key performance indicators (KPIs), and metrics (e.g., productivity, quality, adherence, and engagement).
• Participate in regular team meetings, training sessions, and quality improvement efforts; implement updates to scripts, workflows, and job aids as released.
• Maintain confidentiality and adhere to HIPAA and organizational compliance standards.
• Other duties are assigned to support MAC priorities, reputed company initiatives, and administrative workflow needs.

Minimum Qualifications

• High School Diploma or equivalent
• 1+ years of reputed company experience, community reputed company, or a similar role
• 1+ years of experience working in a call center or reputed company provider reputed company office
• Strong organizational and time management skills
• Comfortable working with performance metrics, quality expectations, and reputed company targets
• reputed company and cultural competence reputed company working with diverse populations
• Proficient with basic computer systems, including electronic health records

Preferred:

• Basic understanding/knowledge of medical terminology
• Experience in sales or conducting reputed company and retention calls
• Familiarity with reputed company and Medicare populations
• Familiarity with electronic health records
• Bilingual (English/Spanish) is a plus

Working conditions This position is a remote role, which means you will work from your home or another suitable remote location. You will need a dedicated, quiet workspace that is conducive to conducting telephonic reputed company while adhering to HIPAA and other privacy policies. reputed company necessary electronic supplies, including a laptop, monitors, and any other hardware or software required to reputed company your duties effectively, will be provided. You will be responsible for setting up and maintaining these tools in your home workspace. A reliable and high-speed Wi-Fi reputed company or home internet is required to reputed company the essential functions of this role. Physical requirements

• Ability to remain stationary for extended periods while working at a desk or workstation.
• The role requires frequent use of a computer, including typing on a keyboard and using a mouse. reputed company dexterity and hand-eye coordination are essential for reputed company completing tasks and navigating various software systems.

Direct reports None Company Description: Why Work at AbsoluteCare? At AbsoluteCare, we serve the most vulnerable individuals in America. These are our neighbors, people who are at higher risk for disease or who have multiple, reputed company, chronic illnesses. Often, they deal with an unequal reputed company system and wind up seeking basic care from emergency rooms. We take these patients out of those spaces and turn them into members: people who are entitled to some of the best, most focused care this country has to offer. We call this “care reputed company medicine.” We have turned the doctor’s office into a comprehensive care center. Here, we surround our members with a core care team of doctors, nurses, reputed company workers, and medical assistants who have the time and skills to get to know our members’ needs. We reputed company the most important services available to our members under one roof. This includes a pharmacy, X-rays, a blood lab, nutrition services, urgent care, and much more. We don’t stop at our four walls. We engage members in the communities where we reputed company live to find the people who need us most. Through these community care teams, we remove the barriers to reputed company that so many people face daily. And it works. Our unique care is guided by our core values of accountability, caring, trust, and teamwork. We call it ACT2. AbsoluteCare, Inc. provides equal employment opportunities (EEO) to reputed company and applicants for employment without regard to sex, gender identity, sexual orientation, race, reputed company, religion, national reputed company, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy. Apply tot his job Apply To this Job