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The Call Center Specialist serves as the primary point of contact for patients, managing appointments, insurance verification, and billing inquiries. They are responsible for documenting interactions accurately while maintaining high standards of patient satisfaction and operational efficiency.
Current Employees:
If you are a current Monument Health employee, please apply via the internal career site by logging into your Workday Account and clicking the "Career" icon on your homepage.
Primary Location
Rapid City, SD USADepartment
CS Patient Call CenterScheduled Weekly Hours
20(Determined by the knowledge, skills and experience of the applicant.
Job Summary
The Call Center Specialist serves as the first point of contact for patients, families, and providers. This role ensures accurate information, empathetic communication, and efficient resolution of inquiries related to appointments, insurance, billing, and healthcare services. Opportunity for performance-based bonuses tied to quality, efficiency, and patient satisfaction metrics. This position reports to the Call Center Supervisor(s).Job Description
Answer inbound calls and respond to patient inquiries with professionalism and empathy.
Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
Verify insurance coverage and assist with billing questions.
Provide accurate information about healthcare services, policies, and procedures.
Document all interactions in compliance with HIPAA and organizational standards.
De-escalate complex issues for resolution.
Support outbound call campaigns (appointment reminders, follow-ups, patient satisfaction surveys).
Maintain performance metrics including call handling time, quality assurance, abandonment rates, and patient satisfaction scores.
Apply a systemic perspective to problem-solving, recognizing how call center operations impact patient care, compliance, and organizational efficiency.
All other duties as assigned.
Additional Requirements
Required:
Education - High School Diploma/GED Equivalent
Preferred:
Work Experience - 1-3 years Call Center Experience
Job Category
Revenue CycleJob Family
Registration and SchedulingMake a difference. Every day.
Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
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