Role Description
The Scheduling Outreach Specialist works in a fast-paced call center environment, making outbound calls to schedule patient appointments on behalf of healthcare practices. Using tools like the Five9 dialer, the specialist helps support care coordination by booking visits, overcoming barriers, and routing patients when needed. Performance is measured through key call center metrics, including contact rate, conversion, and adherence.
• 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.
Qualifications
• 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.
Requirements
• Bilingual (preferred).
• Prolonged periods of sitting at a desk and working on a computer.
Benefits
• Flexible work schedules and the ability to work remotely are available for many roles.
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners.
• Robust time-off plan (21 days of PTO in your first year).
• Two paid volunteer days and 11 paid holidays.
• 12 weeks paid parental leave for all new parents.
• Six weeks paid sabbatical after six years of service.
• Educational Assistant Program and Clinical Employee Reimbursement Program.
• 401(k) with up to 4% match.
• Stock options.
• And much more!