Call Center Specialist

We are looking for a customer-focused Call Center Specialist to support a busy healthcare team in Santa Cruz, California. This Long-term Contract opportunity is ideal for someone who communicates clearly, stays organized in a fast-paced setting, and enjoys helping patients over the phone. In this role, you will serve as an important first point of contact, assisting callers with appointment coordination, refill-related requests, and general support while ensuring each interaction is handled with professionalism and care.

Responsibilities:

• Manage a high volume of inbound calls each day and provide courteous, efficient assistance to patients and callers.
• Serve as the initial phone contact for patient-related inquiries, gathering information and directing calls to the appropriate department or team member.
• Coordinate appointment scheduling and make updates accurately within the appropriate systems.
• Receive prescription refill requests and route them promptly according to established procedures.
• Create and submit service tickets or internal requests to support follow-up and issue resolution.
• Maintain accurate call documentation and ensure patient information is recorded clearly and completely.
• Support front-office and care teams by helping prioritize urgent concerns and escalating issues when needed.
• Deliver a positive customer experience by responding with empathy, patience, and professionalism in every interaction.
• Bilingual communication skills in English and Spanish are preferred.
• Ability to handle a high-volume inbound call environment while maintaining accuracy and professionalism.
• Strong customer service skills with a calm and helpful approach to patient interactions.
• Basic typing ability and comfort using office and customer service software.
• Familiarity with call center or administrative support tasks in an office environment is helpful.
• Effective verbal communication skills and the ability to follow established processes.
• Open to candidates with 0+ years of experience, including those beginning their careers.