Job Description

• Salary: 19-23/hr based on experience
• Preference of being local to an Absolutecare Care Center location

The Call Center Support Specialist supports the Member Access 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-step workflows, and ensuring accurate documentation across systems. Reporting to the Call Center Supervisor, this position supports MAC strategy by promoting timely access to care, consistent member experience, and standardized workflow execution across markets.

The Call Center Support Specialist acts as a primary point of contact for members, providers, and internal partners. Core responsibilities include answering incoming calls within defined timeframes, conducting outbound outreach, 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 related to scheduling, transportation, pharmacy, and care navigation, and escalates concerns appropriately using established protocols to protect member safety, service recovery, and continuity of care.

Success in this position requires strong telephone etiquette, organizational and administrative skills, attention to detail, and the ability to thrive in a fast-paced, virtual, service-oriented environment. The ideal candidate is service-driven, comfortable working with performance metrics, able to navigate multiple systems, and committed to accurate documentation, first-call 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 within defined service level expectations; provide accurate information and ensure a positive member experience.
• Conduct outbound phone calls to members within defined timeframes for reminders, confirmations, rescheduling, outreach, and administrative follow-up.
• Respond to routine inquiries with empathy, professionalism, and cultural sensitivity; route 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.
• Provide excellent customer service when greeting and engaging members, providers, and external partners; support first-call resolution when 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.
• Provide appointment reminders and confirmation calls; support rescheduling and conversion to virtual visits when appropriate, following established protocols to help reduce no-show rates.
• Route, 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 all outreach, 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; provide assistance and support while maintaining professionalism and composure.
• Maintain professionalism and composure while supporting individuals with complex medical, behavioral, and social needs.
• Follow engagement protocols and leverage market resources to promote member engagement and retention; support outreach 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 related to scheduling, transportation, pharmacy, and care navigation; coordinate across internal teams when issues require multiple steps.
• Proficient use of the EHR/EMR, phone system, and Microsoft products; ability to toggle between multiple applications regularly.
• Schedule transportation for members as needed, following local market parameters and documenting outcomes 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, access initiatives, and administrative workflow needs.

Minimum Qualifications

• High School Diploma or equivalent
• 1+ years of healthcare experience, community outreach, or a similar role
• 1+ years of experience working in a call center or healthcare provider front office
• Strong organizational and time management skills
• Comfortable working with performance metrics, quality expectations, and outreach targets
• Empathy and cultural competence when 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 outreach and retention calls
• Familiarity with Medicaid 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 outreach while adhering to HIPAA and other privacy policies. All necessary electronic supplies, including a laptop, monitors, and any other hardware or software required to perform 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 connection or home internet is required to perform 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. Manual dexterity and hand-eye coordination are essential for efficiently completing tasks and navigating various software systems.

Direct reports

None