Job Description
Job DescriptionCall Center Agent / Healthcare Call Center Representative
Work Location: On-site Pompano Beach
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Position Summary
The Call Center Agent serves as the primary coordinator for scheduling appointments between clinical staff and patients or health plan members. This role is responsible for managing a high volume of outbound calls to schedule clinical appointments in homes or healthcare facilities. The ideal candidate is experienced in outbound calling, thrives in a fast-paced environment, and demonstrates strong communication skills while keeping patient and member needs at the center of every interaction.
Key Responsibilities
Conduct high-volume outbound calls to patients and members to schedule clinical appointments
Coordinate appointment scheduling between clinical staff and patients or facilities
Manage cancellations, reschedules, and last-minute scheduling conflicts efficiently
Follow call scripts while confidently overcoming objections and presenting value propositions
Maintain accurate documentation and updates within CRM and scheduling systems
Meet or exceed individual performance metrics (KPIs), including call volume and appointment set rates
Adhere to workforce management (WFM) schedules and performance expectations
Provide professional, compassionate, and patient-focused customer service
Collaborate with internal teams to ensure seamless care coordination
Required Qualifications
Minimum 1 year of Sales or Collections experience (required)
Minimum 1 year of Call Center experience, specifically outbound calling
Minimum 1 year of Customer Service experience
Strong computer literacy with the ability to navigate multiple systems simultaneously
Experience with Microsoft Office Suite, Five9, and Salesforce (CRM) preferred
Understanding of performance metrics (KPIs) and the ability to meet or exceed targets
Excellent verbal communication and active listening skills
Comfortable working in a fast-paced, performance-driven environment
Experience with workforce management (WFM), schedule adherence, and performance management practices
Proven ability to work with scripts, overcome objections, and effectively communicate value propositions
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