Contact Center Agent (Hybrid)

AKPC Job Posting: Contact Center Agent

Location: Remote / In-Office (based on company needs)

Job Type: Full-time

Pay Range: $15.00 to $17.00 per hour

Additional Compensation: Monthly Performance Bonus - earn up to $20/hour with high performance

About Arthritis Knee Pain Centers (AKPC)

At AKPC, we provide exceptional, non-surgical, and non-opioid therapy to patients suffering from chronic osteoarthritis of the knee. With 17+ medical practices nationwide, we treat every patient like family-with compassion, transparency, and personalized care.

Position Summary

We're looking for a high-energy, detail-oriented, and tech-savvy Contact Center Agent to join our growing internal team. You'll be the first point of contact for patients, helping them access care by answering questions, scheduling appointments, and supporting our nationwide clinics.

Key Responsibilities

• Handle inbound calls from new and existing patients
• Schedule, reschedule, or cancel appointments
• Make outbound calls for confirmations, re-evaluations, and treatment restarts
• Respond to web and social media inquiries (web leads)
• Provide accurate information about services and clinic locations
• Proactively reduce cancellations and no-shows
• Route calls to appropriate internal teams or clinics
• Maintain accurate records in Salesforce CRM
• Deliver empathetic, professional service at all times

Requirements

• Prior experience in contact center, telemarketing, sales, or collections
• Strong verbal and written communication skills
• Typing speed of 40+ WPM with solid grammar and punctuation
• Proficiency with computers and Salesforce CRM
• Excellent multitasking, time management, and organizational skills
• Self-motivated and able to thrive in a fast-paced environment
• Positive attitude and team-player mindset
• Coachable and goal-oriented with a competitive spirit
• Bilingual (English/Spanish) is a plus

Schedule

• Sunday to Friday
• Shifts range from early morning to evening
• Evening and weekend availability required (up to 8:00 PM EST)

Career Path Opportunities

• Team Lead
• Quality Analyst
• Social Media Analyst
• Other leadership or specialized positions within the Contact Center

Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Monthly performance bonuses