Contact Center Specialist
Company: Neighborhood Health
Location: Nashville
Posted on: April 1, 2026
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Job Description:
Neighborhood Health is an innovative network of 11 community
health centers in Nashville, Gallatin, and Lebanon, Tennessee. We
provide comprehensive primary care, integrated behavioral health,
and dental services to almost 30,000 patients. Our patients
primarily include immigrants, residents of public housing,
individuals experiencing homelessness, and person living with
addiction. As a federally qualified health center, we provide care
without regard to health insurance or a patient’s ability to pay.
We also strive to improve our Patient Centered Medical Home model
to ensure all patients get the right high-quality care, at the
right place and the right time. Nature of Position: The Contact
Center Representative (CCR) works closely with patients to schedule
appointments for primary and preventative care at each of UNHS’
clinics. CCRs navigate each provider’s schedule and place
appointments in the most efficient time slot. CCRs are responsible
for the work flow of each schedule. CCRs must make every effort,
while remaining within the scope of their position, to resolve
patient needs before diverting them. CCRs must multi-task and may
be assigned a specific range of duties by their supervisor to
improve efficiency and assure quality of patient care. Key
Competencies and Qualifications strong verbal and written
communication skills good listening skills problem analysis good
problem-solving skills and a willingness to take extra steps to
help customers customer service orientation organizational skills
attention to detail initiative good judgment adaptability ability
to work as a member of a team high stress tolerance and resilience
desire to meet the scheduling and visit goals, and to promote the
vision and mission, of UNHS High School diploma or GED Bilingual
English/Spanish, preferred Salary Grade and Classification:
Non-exempt Responsible To: Operations Coordinator Main Job Tasks
and Responsibilities answer contacts with a warm and professional
demeanor respond to customer inquiries deliver prepared scripts to
persuade potential patients to schedule appointments for
appropriate UNHS services obtain customer information receive and
route customer complaints provide customers with service
information and clinic locations enter customer information and
schedule appointments in NextGen process support staff and provider
messages via NextGen and assign tasks as needed identify priority
and emerging issues route contacts to appropriate resources follow
up customer and other outside contacts maintain and complete
contact logs of all telephone interactions, appointments scheduled
and account information produce contact reports process medical
record requests in a timely manner scan medical records and other
patient information into NextGen maintain HIPAA compliance other
tasks as assigned Education and Experience proficiency in relevant
computer applications knowledge of customer service principles and
practices knowledge of contact center telephony and technology six
months or more experience in a contact center environment preferred
medical and/or dental customer service and scheduling experience
experience in data entry/keyboarding skills knowledge of
administration and clerical processes experience in NextGen
preferred EOE
Keywords: Neighborhood Health, Franklin , Contact Center Specialist, Customer Service & Call Center , Nashville, Tennessee
