Contact Center Specialist at EXPRESS PAIN AND URGENT CARE PLLC

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

20.0

Posted On

23 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Communication, Scheduling, Documentation, EMR Systems, HIPAA Compliance, Bilingual, Medical Knowledge, Professionalism, Call Flow Management, Case Routing, Time Management, Confidentiality, Teamwork, Reliability, Follow-through

Industry

Hospitals and Health Care

Description

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 Specialist 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 include: 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

Responsibilities

The specialist will manage centralized scheduling by answering inbound calls, verifying patient identity, and providing courteous support, while also booking, rescheduling, and canceling appointments to optimize provider schedules.