Highlights:

This role may be eligible for “work from home” arrangements.
The Contact Center position provides scheduling and appointment services to our entire organization.
Previous call center or healthcare experience is preferred, but NOT required.

Tapestry 360 Health is a mission-driven Federally Qualified Health Center (FQHC) dedicated to delivering accessible, high-quality, and culturally competent care to our communities. As a Contact Center Specialist, you will play a vital role in connecting patients to the care they need by serving as the first point of contact for appointment scheduling and telephone support across our network of medical and behavioral health services. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and wants to make a meaningful difference every day. Whether helping patients understand their options or routing critical information to care teams, you’ll be an essential part of advancing health equity in the communities we serve.

Essential Duties and Responsibilities:

Politely and professionally answer high volumes of inbound calls, applying standardized service tools (e.g., AIDET) to deliver excellent patient experiences.
Schedule, reschedule, and confirm patient appointments across medical and behavioral health departments.
Accurately collect and update patient demographic and insurance information in the electronic health record (EHR).
Educate patients on service offerings, financial responsibility, and sliding fee scale eligibility.
Assist with interpretation coordination to ensure language access for patients.
Triage patient calls to appropriate care teams, including clinical staff, according to established workflows.
Maintain individual performance metrics, including Average Handle Time (AHT), Average Speed of Answer (ASA), and Call Abandonment Rate (ABN).
Handle sensitive medical information in accordance with HIPAA regulations and organizational privacy standards.
Support internal departments and participate in special projects as needed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

High School Diploma or GED and three years of related experience

Associate’s degree and one year of experience.
Prior experience in healthcare, call center operations, or social services preferred.

Desired Skills:

Proficiency in EMR systems and familiarity with health insurance plans, including Medicaid/Medicare.
Bilingual proficiency (e.g., Spanish, Arabic, Vietnamese) may be required depending on the population served.
Strong verbal and written communication skills to support effective and compassionate service.
Competence in Microsoft Office and call center technology platforms.

Competencies:

Demonstrated ability to work in a fast-paced, high-call-volume environment with shifting priorities.
Strong interpersonal and problem-solving skills with a focus on patient satisfaction.
Dependability and teamwork with a commitment to performance excellence.
Cultural humility and a passion for serving diverse, underserved communities.

Accountability in achieving individual and team goals, including call center performance standards.

Compensation: Hourly Pay Range: The pay for this position is determined by the collective bargaining agreement (CBA) with National Organization of Legal Services Workers (NOLSW). The 2025 hourly rate for the Contact Center Specialist position ranges from $19.19 to $30.25 per hour, depending on seniority and other factors as outlined in the CBA. Overtime Compensation: Overtime is compensated at 1.5 times the regular hourly rate for any hours worked beyond 40 hours in a week.

Compensation Transparency Statement
Tapestry 360 Health is committed to equitable and transparent pay practices. In accordance with the Illinois Pay Transparency Act, we are disclosing the full salary range for this position. This range represents the potential compensation for the role based on experience, tenure, and performance over time.

Most new employees can expect an initial offer within the lower portion of the range, reflecting factors such as prior experience, internal equity, and organizational budget. Salary progression is evaluated regularly to support professional growth and retention

How to Apply: Interested candidates are encouraged to visit the Tapestry 360 Health website to explore career opportunities and submit an application. Please apply online at www.tapestry360health.org/careers.

TAPESTRY 360 HEALTH

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Specialist, Contact Center