Join the PCG Team – Make an Impact

At Public Consulting Group (PCG), we are driven by a mission to deliver solutions that matter. We partner with healthcare organizations, government agencies, and community-focused institutions to improve service delivery and operational efficiency. As a trusted partner to Cinq Care, PCG is standing up a new call center operation to support the scheduling and coordination of clinical home visits. This is an exciting opportunity to join a high-impact project where your work directly contributes to improving patient care and operational efficiency.

Role Overview

PCG is seeking experienced and customer-focused Call Center Agents to join our growing team for the Cinq Care Project. As a Call Center Agent, you will be responsible for managing patient scheduling, handling inbound and outbound calls, and ensuring smooth coordination of clinical home visits. This role requires a high level of professionalism, attention to detail, and the ability to work efficiently under pressure.

You will be working with Cinq Care’s clinical teams and patients to ensure appointments are scheduled accurately and efficiently. The ideal candidate will be comfortable handling high call volumes, resolving scheduling conflicts, and maintaining a patient-first approach. This is a remote position, offering the flexibility to work from home while being part of a supportive and dynamic team.

• Handle Inbound and Outbound Calls: Manage high call volumes, providing professional and courteous service to patients and clinical teams.
• Appointment Scheduling: Schedule home visits for clinical teams, considering travel time and appointment efficiency.
• Follow-Up and Reminders: Conduct follow-up calls for appointment confirmations, rescheduling, and post-appointment feedback.
• Patient Inquiries and Conflict Resolution: Address patient scheduling concerns and conflicts with a solutions-focused approach.
• Data Management: Accurately document all scheduling activities and patient interactions in the CRM and EMR systems.
• Automated Dialing and Campaigns: Utilize automated dialing tools to manage outreach and follow-ups efficiently.
• Reporting and Metrics: Monitor and report on key performance indicators (KPIs) such as call volume, response time, and scheduling accuracy.
• Coordination and Problem Solving: Work with internal teams and Cinq Care stakeholders to address scheduling challenges and optimize clinician routes.
• Transportation Coordination: Arrange transportation for clinical visits when required.
• Compliance and Confidentiality: Ensure compliance with HIPAA and other regulatory requirements.

Experience:

• 1–2 years of experience in a call center environment, preferably in healthcare or patient coordination.
• Previous experience with high-volume inbound and outbound calls.
• Experience with scheduling platforms and CRM/EMR systems (API-based integration experience is a plus).
• Proven ability to handle sensitive patient information with confidentiality and discretion.
• Experience working in a remote or hybrid work environment is preferred.

Skills & Expertise:

 ? Strong verbal and written communication skills.
? Excellent problem-solving and conflict-resolution abilities.
? Ability to multitask and prioritize in a fast-paced environment.
? High attention to detail and accuracy in data entry.
? Proficiency with Microsoft Office (Outlook, Word, Excel) and call center software.
? Ability to work independently and as part of a team.
? Strong organizational and time management skills.
? Adaptability to new systems and processes.
? Empathetic and patient-focused approach to customer service.

Education:

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in a related field preferred.

Preferred Qualifications:

• Experience working with healthcare scheduling or patient coordination.
• Familiarity with CRM and EMR platforms, including API-based system integrations.
• Understanding of call center performance metrics and service level agreements (SLAs).
• Experience with automated dialing systems and outreach campaigns.

Work Environment:

• Remote Position: Work from home with the flexibility to support multiple shifts.
• Full-time schedule based on call volume and operational needs.
• Performance-Based Incentives may apply for meeting KPIs and exceeding service targets.
• Strong team environment with access to ongoing training and development.

PCG’s success is built on a culture of collaboration, innovation, and excellence. If you are passionate about providing outstanding customer service, solving problems, and working in a fast-paced environment—this is the role for you!