Job Summary: The Call Center Agent will be responsible for contacting recently discharged patients to schedule follow-up appointments with a Nurse Practitioner. This role plays a critical part in ensuring continuity of care and improving patient outcomes by proactively managing post discharge follow-up scheduling. The agent will handle both inbound and outbound calls, provide accurate appointment details, and document all interactions within the system. Key Responsibilities: • Outbound Calls: Proactively reach out to discharged patients to schedule follow-up appointments with the assigned Nurse Practitioner. • Inbound Calls: Handle incoming calls from patients needing assistance with appointment scheduling, rescheduling, or general inquiries. • Appointment Coordination: Work with the clinical scheduling system to book, confirm, or modify appointments based on availability and patient preferences. • Patient Education: Provide clear and compassionate information regarding the importance of follow-up care and address any initial concerns. • Documentation: Accurately record call details, patient preferences, and appointment confirmations in the electronic health records (EHR) system. • Compliance & Confidentiality: Adhere to HIPAA regulations and company policies to maintain patient privacy and data security. • Escalation Management: Identify and escalate urgent medical concerns or patient dissatisfaction to the appropriate healthcare team. • Customer Service Excellence: Deliver a warm, empathetic, and professional experience to all patients, ensuring high levels of patient engagement and satisfaction. • Collaboration: Coordinate with medical offices, Nurse Practitioners, and administrative staff to ensure seamless scheduling. Required Qualifications: • Education: High School Diploma or GED required; Associate’s or Bachelor's degree in healthcare, business, or communication preferred. • Experience: 1-2 years of experience in a call center, healthcare, or customer service role (preferred but not mandatory). • Technical Skills: Experience with scheduling software and electronic health records (EHR) is a plus. Proficiency in Microsoft Office (Word, Excel, Outlook). • Communication Skills: Excellent verbal and written communication skills. Strong active listening and problem-solving skills. • Soft Skills: Patient and empathetic demeanor, especially when speaking with recently discharged patients. Ability to multitask in a fast-paced environment. High attention to detail and accuracy in data entry. Preferred Qualifications: • Previous experience in healthcare call centers, patient engagement, or medical scheduling. • Familiarity with HIPAA compliance and medical terminology