What are the responsibilities and job description for the Contact Center Agent (Hybrid) position at Arthritis Knee Pain Centers?
Contact Center Agent - Arthritis Knee Pain Centers Location: Remote / In-Office (based on company needs) Job Type: Full-time Salary: $14.00 to $17.00 per hour Additional Compensation: Monthly Performance Bonus
About Us: 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.
Position Summary: 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.
Key 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
Requirements:
- 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
Schedule:
- Sunday to Friday
- Shifts range from early morning to evening
- Evening and weekend availability required (up to 8:00 PM EST)
Benefits:
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off
- Monthly bonus opportunities
Salary : $14 - $17
