Call Center Specialist (Bilingual)

Overview

The Call Center Specialist is the first point of contact for many members of the community trying to reach agency staff. They are responsible for providing supportive, efficient, high-quality customer service. They follow established protocols to perform daily tasks such as scheduling appointments for multiple locations. They facilitate communication between clients, vendors and community members with staff.

Key Role Responsibilities

• Perform the duties and responsibilities of the CSR (client service representative) position, including (registration, scheduling, insurance verification, referrals, medical records, and enrollment and ); to ensure one-call resolution.
• Collect necessary information for services; consent to treat, demographics, etc. to ensure accurate data for billing claims.
• Respond promptly and appropriately to questions/concerns/complaints and attempt immediate resolution. Assess and identify caller needs in order to connect them with the appropriate services within the agency or through established external partners.
• Record required client information accurately and promptly in the electronic health record.
• Provide good customer service, marked by culturally-competent, client-centered, ethical, respectful, inclusive and professional access for clients, visitors, partners and the broader community.
• Collaborate with team members to improve workflows, maintain/update standard operating procedures and to improve client satisfaction.
• Take personal responsibility for the professional appearance of themselves and their workspace, assuring that both represent the agency in a positive manner.
• Contribute to the achievement of established department goals and objectives. Adhere to department policies, procedures, quality standards and safety standards. Complies with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.

Key Agency Responsibilities

In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:

• Models and reinforces the Health Care for the Homeless core values of dignity, authenticity, hope, justice, passion and balance
• Actively participates in performance improvement activities and actively participates in advocacy activities that support the agency mission
• Performs other duties on an as-needed basis
• Protects clients’ confidentiality by maintaining compliance with HIPAA and other health care related IT security regulations

Knowledge, Experience and Skills

Formal Education and Training

Experience

• One year of experience in Customer Service required
• Experience working with people who are experiencing homelessness or from low-income backgrounds
• Experience working with computers and databases, preferably medical or insurance systems Bilingual (Spanish) highly preferred

Skills

• Excellent customer service, with ability to clearly communicate verbally and in writing
• Must be able to maintain confidentiality in all circumstances
• Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor
• Security or de-escalation training preferred
• High level of motivation, initiative and responsibility
• Able to work with interdisciplinary teams
• Able to cope with interruptions, be flexible and be a team player

Health Care for the Homeless is an equal opportunity employer and is committed to racial equity and inclusion. We make a particular effort to recruit and promote Black, Indigenous and People of Color (BIPOC) for open positions. BIPOC, LGBTQIA+ individuals, people with disabilities, and people with other marginalized identities are encouraged to apply.

This is a "flexible" position: At least 50% of position will be remote. General telework location must be within reasonable driving distance of our Baltimore-based offices.