Job Details: Job Location: Southlake Headquarters - Southlake, TX, Position Type: Full Time, Education Level: High School, Salary Range: Undisclosed, Job Category: Health Care, Patient Communications Specialist Position Summary The Patient Communications Specialist serves as a primary point of contact for incoming communications, managing high-volume calls, routing calls and messages, providing approved information, and supporting basic scheduling needs in accordance with established protocols and patient service standards. Essential Position Functions Answer a high volume of incoming calls in a timely, courteous, and professional manner. Identify the nature of each call and accurately route callers to the appropriate department, location, or staff member. Provide approved general information regarding practice locations, providers, services, office directions, appointment confirmations, and other routine requests. Assist with basic scheduling questions or appointment requests within established guidelines and route more complex scheduling needs appropriately. Accurately document patient messages in the EHR or designated communication system. Ensure messages are complete, clear, and routed to the appropriate clinical or administrative team. Follow established protocols for call transfers, message routing, patient concerns, and escalations. Recognize potentially urgent or sensitive requests and escalate them according to established procedures. Maintain a calm, helpful, and professional tone while managing multiple calls and competing demands. Maintain patient confidentiality and comply with HIPAA, organizational policies, and departmental procedures. Complete assigned communication tasks and priority workflows within established service expectations. Participate in training, coaching, and cross-training to build proficiency in Patient Communications functions. Perform other related duties as assigned to support department operations. Qualifications: Educational Requirements & Position Qualifications High school diploma or equivalent required. Preferred 1-2 years of experience in customer service, call center, healthcare, medical office, operator, or a related role. Basic knowledge of computer systems and data entry; ability to learn EHR, telephone, and communication systems. Effective written and verbal communication skills with a strong customer-service orientation. Ability to multitask, remain calm, and maintain professionalism in a high-call-volume environment. Strong attention to detail, organization, time management, and accurate documentation skills. Ability to work productively both independently and as part of a team.