Contact Center Specialist

Description Contact Center Specialist

• Epic Pain Management Full-Time | Monday–Friday, 8:00 AM – 5:00 PM Epic Pain Management is seeking a detail-oriented and compassionate Centralized Scheduling/Contact Center Specialis t to join our team. This role ensures consistent, compliant, and patient-centered communication while supporting clinical operations. This is not your typical Contact Center—we’re a dynamic, close-knit team, and our group is growing! Bilingual (English/Spanish) strongly preferred. Medical knowledge and professionalism are essential, as you’ll be directly supporting both patients and providers. Why Join Epic? At Epic, every patient interaction matters. You’ll be part of a supportive and collaborative team where your work directly impacts patient outcomes, clinic efficiency, and overall patient experience.

Benefits

PTO, paid holidays & 401(k) with 4% employer match 80% employer-paid medical insurance for employees, plus optional low-cost dental, vision, and family plans Pet insurance, legal insurance, identity theft protection, travel insurance, and employee discount programs Essential Duties Patient Communication: Answer inbound calls with professionalism, verify patient identity, and provide courteous support Scheduling: Book, reschedule, and cancel appointments while optimizing provider schedules Documentation: Accurately record all patient interactions in Athena EMR, updating demographics and case details as needed Workflow Support: Assist providers and clinical staff with scheduling changes, routing cases, and ensuring proper follow-up Voicemail Management: Check and respond to messages twice daily, documenting all communications Medication & Records: Route medication inquiries appropriately, process medical records requests, and ensure compliance with HIPAA Collaboration: Partner with team members to manage call flow, balance workload, and support urgent or overflow tasks Requirements High school diploma or equivalent required Bilingual (English/Spanish) strongly preferred Previous medical office/healthcare experience ( contact center experience a plus ) Knowledge of HIPAA guidelines and patient confidentiality standards Strong communication skills with the ability to manage sensitive conversations Proficiency in EMR systems ( Athena experience a plus ) Team-oriented with accountability, reliability, and follow-through