Care Operations Call Center Specialist

**Company Description** Empathy Health Technologies is a digital health company dedicated to expanding access to quality care for underserved and Medicaid populations. We operate technology\-enabled care delivery programs, including Sober Sidekick, a peer\-driven recovery support platform, that close gaps in care and improve outcomes for the people who need it most. **Position Overview** We are looking for a compassionate, organized, and mission\-driven Care Operations Call Center Specialist to serve as a critical link between our patients and the care they need. In this fully remote role, you will be on the front lines of patient engagement; reaching out to individuals who are due for a gap\-in\-care visit, helping them schedule fast, convenient, and free telehealth appointments, and ensuring they have a positive, seamless experience from first contact through visit completion. This is a high\-impact position that blends patient\-facing communication, precise scheduling coordination, and operational support. The ideal candidate brings a genuine commitment to health equity, thrives under pressure, and understands the nuances of working with Medicaid and underserved populations. **Key Responsibilities** **Patient Communication \& Engagement** * Manage a high volume of inbound and outbound patient calls using the Genesys contact center platform, consistently meeting established service level agreements (SLAs) * Serve as the first and most important point of contact for patients; answering inquiries, resolving concerns, and providing clear, accurate information about services, appointments, and care logistics * Communicate with empathy and cultural sensitivity, especially when engaging Medicaid members and patients facing barriers to care * Execute warm transfers to clinical and specialized teams with full context handoffs, minimizing patient wait times and the need for repetition **Scheduling \& Provider Coordination** * Own the end\-to\-end process of scheduling, confirming, and rescheduling patient appointments across multiple providers and service lines * Coordinate and optimize provider calendars, proactively managing schedule blocks, time\-off requests, and urgent rescheduling to maximize capacity and protect care continuity * Accurately document patient demographics, appointment details, and relevant notes in the EHR and scheduling system **Operational \& Administrative Support** * Monitor and respond to real\-time operational communications via Slack, triaging requests from clinical staff and addressing urgent issues with urgency and good judgment * Provide administrative support to the Care Operations leadership team, including data entry, report generation, and preparation of patient\-facing materials * Contribute to process improvement initiatives, including workflow documentation, training material development, and rollout of new operational tools **Compliance \& Quality Assurance** * Maintain strict compliance with HIPAA re