About this role
Current Employees:
If you are a current employee, please apply via the internal career site by logging into your Workday Account and clicking the "Career" icon on your homepage.
Primary Location
Rapid City, SD USADepartment
CS Patient Call CenterScheduled Weekly Hours
40Starting Pay Rate Range $17.62 - $21.40Call Center Specialist I $17.62-$20.25, Call Center Specialist II $18.62-$21.40(Determined by the knowledge, skills, and experience of the applicant.)
Job Summary
The Call Center Specialist serves as the first point of contact for patients, families, and providers. This role ensures accurate information, empathetic communication, and efficient resolution of inquiries related to appointments, insurance, billing, and healthcare services. Opportunity for performance-based bonuses tied to quality, efficiency, and patient satisfaction metrics. This position reports to the Call Center Supervisor(s).Job Description
Answer inbound calls and respond to patient inquiries with professionalism and empathy.
Schedule, reschedule, and confirm patient appointments using electronic health record (EHR) systems.
Verify insurance coverage and assist with billing questions.
Provide accurate information about healthcare services, policies, and procedures.
Document all interactions in compliance with HIPAA and organizational standards.
De-escalate complex issues for resolution.
Support outbound call campaigns (appointment reminders, follow-ups, patient satisfaction surveys).
Maintain performance metrics including call handling time, quality assurance, abandonment rates, and patient satisfaction scores.
Apply a systemic perspective to problem-solving, recognizing how call center operations impact patient care, compliance, and organizational efficiency.
All other duties as assigned.
Additional Requirements
Required:
Education - High School Diploma/GED Equivalent
Preferred:
Work Experience - 1-3 years Call Center Experience
Sedentary work - Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Possible exposure to blood, bodily fluids, or tissues.
Job Category
Revenue CycleJob Family
Registration and SchedulingShift
Employee Type
Regular15 Corporate Services Division
Make a difference. Every day.
Monument Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
Other facts
About Monument Health
Headquartered in Rapid City, S.D., Monument Health is a community-based health care system with a mission to make a difference, every day. Monument Health offers care in 33 medical specialties and serves 20 communities across western South Dakota and in eastern Wyoming. With over 4,500 physicians and caregivers, Monument Health is comprised of 5 hospitals, 8 specialty and surgical centers and more than 40 medical clinics and health care service centers.
Monument Health is committed to the future of medicine, with medical training partnerships, a medical residency program and more than 130 active research studies. We are confident about western South Dakota’s future, and we’re honored to be your partner in delivering excellence in health care.
What you'll do
- The Call Center Specialist serves as the first point of contact for patients, families, and providers, ensuring accurate information and efficient resolution of inquiries. Responsibilities include answering calls, scheduling appointments, verifying insurance, and documenting interactions in compliance with HIPAA.
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