Scheduling Outreach Specialist

Job Description

REQUIREMENTS

• High School Diploma or equivalent
• 2+ years of call center experience, with at least 1 year in an outbound or patient outreach role
• Regular and predictable attendance
• Experience using Five9 or similar outbound dialer platforms
• Familiarity with EHR systems and ability to accurately document patient interactions
• Proficient in Microsoft Office and Google Workspace tools
• Strong verbal communication, active listening, and interpersonal skills
• Ability to meet call center performance metrics in a fast-paced environment
• Highly organized and self-motivated with strong attention to detail
• Reliable high-speed internet connection for remote work

RESPONSIBILITIES

• Place outbound calls using the Five9 dialer to schedule patient appointments for wellness visits, follow-ups, and other care needs.
• Follow standardized scripts and workflows to guide patient conversations and ensure consistency in messaging.
• Schedule appointments directly in the appropriate system or coordinate with the practice to complete bookings.
• Handle inbound return calls and voicemails, assisting patients with scheduling or routing them to appropriate teams.
• Document all call activity and outcomes in real time using Five9 and internal tracking tools.
• Verify and update patient contact information during calls to maintain data accuracy.
• Transfer or escalate calls requiring clinical input or coordination beyond the scope of the role.
• Educate patients on available services and appointment types, answering basic questions to support engagement
• Other duties as assigned

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