Role title Contact Center Specialist (Spec)

Role description The Contact Center Specialist serves as the first point of contact for patients and customers,

providing exceptionalservice through inbound and outbound calls. The role supports patient scheduling, registration, appointment management, information requests, and issue resolution while ensuring a positive patient experience and adherence to healthcare regulations and organizational standards.

Job-family Customer Service

Reporting authority Team leader

Direct reports NA

Headcount span Direct span: NA

Rolled-up span: NA

Project span NA

Site responsibility NA

About AGS

AGS Health is a leading technology-enabled revenue cycle management (RCM) company that partners with healthcare organizations to optimize financial performance and operational efficiency. The company leverages advanced technologies—including AI-driven coding,

analytics, and automation—to deliver solutions across patient access, medical coding, billing, clinical documentation improvement, and denial management.

With a integral workforce of over 16,000 professionals and delivery centers in India, the Philippines, and the U.S., AGS Health serves more than 150 healthcare organizations, including many of the top hospitals and health systems in the United States. Backed by Blackstone,

AGS Health is at the forefront of digital transformation in healthcare revenue operations, driving measurable improvements in accuracy,

compliance, and revenue recovery.

Detailed responsibilities

- Answer high-volume inbound calls from patients, providers, and healthcare consumersin a professional and courteous manner.
- Schedule, reschedule,



and cancel patient appointments across Baylor Scott & White Health facilities and clinics.
- Provide accurate information regarding healthcare services, providers, locations, and procedures.
- Verify patient demographics, insurance information, and registration details.
- Resolve customer concerns and inquiries while maintaining a high level of patient satisfaction.
- Document all interactions accurately in electronic health record (EHR) and customerservice systems.
- Collaborate with clinics, providers, and support departments to address patient needs and service issues.
- Follow established call center procedures, workflows, and service standards.

: Contact Center Specialist (Spec)
- Maintain confidentiality of patient information and comply with HIPAA and privacy regulations.
- Meet performance metricsincluding quality, productivity, attendance, and service-level goals.

Key result areas

Customer Service Excellence, Appointment Scheduling, Patient Registration, Call Handling, Healthcare Administration, Insurance

Verification, CRM/EHR Systems, Conflict Resolution, Communication Skills, Data Entry &Documentation;, Team Collaboration and HIPAA.

Compliance

Academic and professional background

- Graduation mandate.
- Previous customerservice, contact center, healthcare, or patient access experience preferred.
- Strong verbal and written communication skills.
- Ability to multitask and navigate multiple computer applicationssimultaneously.
- Strong problem-solving and customer-focused mindset.
- Experience with healthcare systems such as Epic is an advantage.

Compensation and benefits

Competitive remuneration, annual performance-based bonus,standard industry benefits. Relocation package, as per company policy will apply for candidates outside the office base city.

📌 Contact Center Specialist (Spec) (Guadalajara)
🏢 Gracemark Solutions
📍 Guadalajara