Onshore Call Center Scheduler

Onshore Call Center Scheduler (Healthcare Appointment Scheduler) Position Overview The Call Center Agent (Healthcare Appointment Scheduler) plays a vital role in connecting senior members with essential healthcare services. This position is responsible for conducting inbound and outbound calls to schedule appointments with Nurse Practitioners (NPs). Successful candidates demonstrate professionalism, empathy, and clear communication while maintaining strict adherence to HIPAA, confidentiality, and quality standards. As the first point of contact, agents represent the organization with courtesy, respect, and a strong patient-first mindset. ________________________________________ Why Join Us At Care Connectors Medical Group, you’ll be part of a mission-driven organization focused on improving access to care for seniors and underserved populations. Our team helps members receive critical preventive services—including annual wellness visits, health assessments, and screenings—delivered in convenient settings such as their homes or local communities. [myccmg.com] We are committed to enhancing health outcomes through personalized engagement, care coordination, and innovative healthcare solutions that close care gaps and make a meaningful difference in people’s lives. [myccmg.com] Joining our team means contributing to better healthcare experiences while working in a collaborative, purpose-driven environment. ________________________________________ Key Responsibilities • Conduct high-volume inbound and outbound calls to schedule healthcare appointments • Clearly communicate the purpose of the call and appointment details • Accurately schedule and update appointments within internal systems • Follow established scripts, workflows, and scheduling guidelines • Address member questions, objections, or concerns with empathy and professionalism • Deliver a consistently respectful, patient-focused experience ________________________________________ Communication & Professional Standards • Communicate clearly in English with a neutral, easy-to-understand tone • Demonstrate patience, empathy, and professionalism when engaging with senior members • Maintain a calm, friendly, and confident phone presence • Actively listen and respond effectively to member needs and concerns • Represent the organization positively in every interaction ________________________________________ Compliance & Confidentiality • Adhere to all HIPAA regulations and patient privacy requirements • Safeguard sensitive member information at all times • Use systems securely and responsibly • Immediately report any privacy, compliance, or security concerns ________________________________________ Documentation & Accuracy • Accurately document call outcomes, appointment details, and notes • Ensure all data entered into systems is complete, accurate, and timely • Follow data entry standards and quality benchmarks • Review work for accuracy prior to finalizing appointments ________________________________________ Productivity & Performance Standards • Meet or exceed daily and monthly call volume and scheduling targets • Maintain schedule adherence and attendance standards • Effectively manage time in a fast-paced, performance-driven environment • Consistently meet quality assurance (QA) expectations ________________________________________ Technical & Workspace Requirements • Must provide own equipment including headset • iCore i5 processor or higher • Minimum 8 GB RAM, 60Mbps download and 20Mbps upload • Reliable high-speed wired internet connection • USB noise-canceling headset • Quiet, secure, and distraction-free workspace suitable for confidential calls ________________________________________ Availability Requirements • Flexibility to work across U.S. time zones (EST–PST) • Consistent availability for assigned schedules • Bilingual a plus - Spanish • Weekend availability required ________________________________________ Compensation & Incentives • Hourly pay: $21 English – $22 Spanish • Performance-driven environment with opportunities for recognition and incentives based on quality and productivity ________________________________________ Preferred Qualifications • Previous call center or customer service experience • Experience working with senior populations • Strong computer navigation and multitasking skills • Self-motivated, reliable, and well-organized ________________________________________ Growth & Career Opportunities At Care Connectors, we believe in developing our talent. High-performing agents may have opportunities to grow into roles such as: • Quality Assurance (QA) • Team Lead / Supervisor • Training & Operations Support • Additional leadership and specialized roles as the organization continues to grow ________________________________________ Success Profile To succeed in this role, agents are expected to: • Demonstrate professionalism, empathy, and strong communication skills consistently, with the ability to communicate clearly and maintain a professional phone presence in a fast-paced call center environment • Accurately schedule appointments following established workflows • Meet or exceed productivity and quality targets • Maintain strict compliance with HIPAA and confidentiality requirements • Ensure accurate and complete documentation across all systems • Adhere to strict attendance and schedule expectations • Embrace coaching, feedback, and continuous improvement • Maintain required QA performance standards