Senior Client Support Agent in Marietta, Georgia at AICA Orthopedics, P.C.

Senior Client Support Agent

Call Center – Medical/Legal | Marietta, GA

Position Overview

The Senior Client Support Agent serves as a senior-level patient and client coordination specialist within the MSO call center. This role manages complex patient interactions, supports intake and scheduling workflows, resolves escalated issues, and coordinates across clinical, legal, and operational teams to ensure exceptional patient experience and efficient case progression. This position operates in a fast-paced, high-volume environment requiring professionalism, urgency, adaptability, and strong attention to detail.

What You'll Do

· Manage complex patient and client interactions while serving as a primary point of contact for assigned accounts and cases

· Convert inbound inquiries into scheduled patient appointments and support patient retention initiatives

· Coordinate across clinical, legal, scheduling, and operational teams to ensure timely service delivery

· Handle escalated patient concerns and work toward efficient resolution

· Support onboarding activities, consultations, and case progression workflows

· Maintain accurate documentation and workflow management within Salesforce, NextGen, and related systems

· Monitor tasks, follow-ups, and service deliverables to ensure timely completion

· Assist leadership with process improvements, workflow execution, and operational consistency

· Participate in quality assurance initiatives, coaching programs, and ongoing training efforts

· Serve as a resource and mentor for junior team members

Requirements

· 3–5 years of customer service or client support experience, preferably in a high-volume call center environment

· Experience handling escalations, workflow coordination, and complex client or patient interactions

· Healthcare, medical/legal, or case management experience preferred

· Excellent communication, problem-solving, and relationship management abilities

· Strong organizational skills with the ability to multitask in a fast-paced environment

· Proficiency with CRM and workflow systems (Salesforce preferred)

· Experience with EMR/EHR systems such as NextGen preferred

· Strong documentation accuracy and data integrity discipline

· Ability to prioritize multiple workflows while maintaining service standards

· Ability to collaborate effectively across multiple departments

· High school diploma required

· Bachelor’s degree in Business, Communications, Healthcare Administration, or related field preferred

Performance Metrics

· Patient appointments scheduled and conversion rates

· Documentation accuracy and QA scores

· Speed-to-contact and follow-up completion

· Schedule adherence and queue availability

· Escalation resolution effectiveness

· Patient satisfaction and service quality

· Contribution to first appointment compliance and patient retention

Compliance & Quality Expectations

· Maintain compliance with HIPAA and internal documentation standards

· Adhere to communication, workflow, and escalation protocols

· Participate in call quality monitoring and coaching initiatives

Career Growth Opportunities

High-performing team members will have opportunities for advancement into quality assurance, training, team leadership, operations, outside sales, case management, patient experience, and other leadership roles within the organization

What We Offer

· Competitive salary with performance bonus opportunities

· Comprehensive benefits package including health, dental, and vision insurance

· Professional development and advancement opportunities

· Collaborative and growth-oriented team environment

Preferred Qualifications

· Bilingual capabilities (Spanish/English)

· Experience in healthcare, legal services, or medical/legal coordination

· Experience in case management, intake coordination, or workflow management

Ready to Apply?

If you are passionate about delivering exceptional client support, managing complex workflows, and contributing to a high-performing healthcare organization, we encourage you to apply with your resume highlighting your customer service, coordination, and operational achievements.

Equal Opportunity Employer

Experience

· 3–5 years of customer service or client support experience, preferably in a high-volume call center environment· Experience handling escalations, workflow coordination, and complex client or patient interactions· Healthcare, medical/legal, or case management experience preferred

· Excellent communication, problem-solving, and relationship management abilities· Strong organizational skills with the ability to multitask in a fast-paced environment· Proficiency with CRM and workflow systems (Salesforce preferred)· Experience with EMR/EHR systems such as NextGen preferred· Strong documentation accuracy and data integrity discipline· Ability to prioritize multiple workflows while maintaining service standards· Ability to collaborate effectively across multiple departments

· High school diploma required· Bachelor’s degree in Business, Communications, Healthcare Administration, or related field preferred