Open Position: Call Center Representative
Reports to: Call Center Manager
Location: Birmingham, AL - This role is for our sister company J.L. Morgan & Associates.

About Us:
At HST Pathways, we’re passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that’s not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we’re a profitable, fully remote SaaS company that’s growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity—for us, our customers, and the people who join our team.
What We’re Looking For:
We’re looking for someone who is authentic, inspiring, and motivated to grow. You’re a quick learner who enjoys working in a fast-paced, evolving environment. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you’re ready to embody them in your daily work.
In this role, you’ll roll up your sleeves and take on a high-volume workload with energy and enthusiasm. You are data-driven and results-oriented, but you also know the importance of building strong relationships and contributing to a positive team culture. Most importantly, you’re excited about the chance to make an impact—not only within our company but also in the broader healthcare community we serve.
Why Join Us:
At HST Pathways, you’ll find more than just a job — you’ll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You’ll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other’s success.
Responsibilities:
The Call Center Representative is responsible for conducting patient experience surveys. This role ensures accurate data collection, maintains patient confidentiality, and provides a positive, respectful experience for survey participants. The representative plays a key role in supporting quality improvement initiatives by gathering reliable patient feedback.

Conduct patient experience surveys via outbound phone calls.
Clearly explain survey purpose and questions to respondents in a neutral, professional manner
Accurately record survey responses and ensure data integrity
Maintain strict confidentiality and comply with HIPAA and organizational privacy policies
Meet productivity, quality, and response rate benchmarks
Handle patient interactions with empathy, professionalism, and cultural sensitivity
Identify and escalate patient concerns or issues according to established procedure
Document call outcomes and update survey systems accurately
Participate in training, calibration sessions, and quality assurance reviews as required

Qualifications:

High school diploma or equivalent required
Previous experience in healthcare, call centers, patient engagement, or survey research preferred
Strong verbal communication and active listening skills
Ability to read and follow standardized scripts without biasing responses
Basic computer proficiency and experience with data entry systems
Ability to manage sensitive conversations professionally and compassionately

Skills & Competencies:

Excellent attention to detail and accuracy
Professional phone etiquette
Time management and ability to meet daily quotas
Emotional intelligence and patient-centered mindset
Ability to work independently and as part of a team

Team Culture + Values:

One Team: We win together, support each other, and share credit.
Inclusion: We respect differences and welcome every voice.
Transparency: We’re open, honest, and clear about our goals.
Agility: We move fast, test ideas, and learn as we go.
Empathy: We listen, care, and anticipate others’ needs.
Growth Mindset: We stay curious, keep learning, and aim to improve every day.
Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work.

Perks & Benefits:

Remote work environment
Health benefits paid for employees
Flexible Paid Time Off Policy
11 company holidays per year
Paid parental leave
401K with matching contributions
Learning and development allowance
A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where

Call Center Representative at Healthcare Systems and Technologies, LLC