Call Center Representative

About the Company

At Arthritis Knee Pain Centers (AKPC), we are dedicated to delivering exceptional, non-surgical, and non-opioid therapy to patients suffering from chronic osteoarthritis of the knee. With 17 medical practices across the U.S., our mission is to treat every patient like family-with compassion, transparency, and personalized care.

About the Role

We are actively seeking a high-energy, detail-oriented, and tech-savvy Contact Center Agent to join our growing team. In this role, you'll be the first point of contact for both new and existing patients, helping them get the care they need by answering questions, scheduling appointments, and directing traffic to our nationwide clinics.

Responsibilities

• Handle inbound calls from new and existing patients
• Assist patients with scheduling, rescheduling, or canceling appointments
• Make outbound calls for appointment confirmations, 6-month re-evaluations, and treatment restarts
• Respond to online inquiries from the website and social media (web leads)
• Provide accurate information about our services and locations
• Proactively engage patients to reduce cancellations and no-shows
• Route calls appropriately to internal teams or local clinics
• Maintain up-to-date and accurate records in our CRM system
• Deliver top-notch service with empathy, patience, and professionalism

Required Skills

Prior experience in a contact center, telemarketing, sales, or collections is required

Excellent communication skills - both verbal and written

Typing speed of 40+ WPM with strong grammar and punctuation

Proficiency with computers and CRM systems

Strong multitasking, time management, and organizational skills

Ability to work independently in a fast-paced environment

Positive attitude with a team-player mindset

Coachable and goal-oriented with a competitive spirit

Bilingual in English and Spanish is a plus