Call Center Agent (Bilingual Spanish)

POSITION TITLE: Call Center Agent

LOCATION: HOPE Health and Wellness Center

REPORTS TO: Call Center Team Lead

EDUCATION: High School Diploma or GED; Associate degree preferred

WORK EXPERIENCE: 2 years or more in healthcare preferred

SALARY RANGE: $14.50/hour

FLSA STATUS: Hourly – Non-Exempt

POSITION TYPE: Full-Time

LANGUAGE: Fluent in English; Bilingual in English and Mandarin or Vietnamese is required

HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

JOB SUMMARY:

Under general supervision, the Call Center Agent will be responsible for professionally responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues.

MAJOR DUTIES & RESPONSIBILITIES:

• Answer telephone promptly and in a polite and professional manner;
• Obtain and enter accurate demographic information into eClinical Works;
• Schedule appointments properly and inform patient of items to bring to appointment;
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
• Act as a liaison for the patients of the clinic;
• Direct calls to other departments as necessary;
• Use sound judgment when handling calls, especially with irate patients;
• Understand when to escalate calls to medical personnel/physicians/managers;
• Positively contribute to staff morale and corporate culture;
• Ensure that work assignments and information gathered from day to day work is not shared with anyone and protects all patient and agency information. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality;
• Ensure that our patients get the best possible care;
• Contact patients for required programs;
• Follow up with rescheduling missed appointments as assigned;
• Attend on-site/off-site community engagement activities and on-site/off-site clinic events as needed;
• Perform other duties as assigned to support HOPE Clinic’s Mission, Vision, and Values.

QUALIFICATION REQUIREMENTS:

• Ability to communicate effective on the telephone;
• Ability to relate to patients with diverse educational, socioeconomic, and ethnic backgrounds;
• Strong written and oral communication skills;
• Strong customer service skills;
• Ability to handle confidential and sensitive information;
• Insurance and medical experience preferred;
• Proficient in use of computers and software programs;
• Must be detailed oriented and able to handle multi-tasks;
• Office equipment (e.g., computer, copier);
• Must be able to handle multiple tasks, complexity, and diversity of customers;
• Must be fully vaccinated against COVID-19 with the recommended dosage.

EDUCATION and/or EXPERIENCE:

High School diploma or GED is required; Associates Degree is preferred. Experience in the medical field or prior call center experience is preferred.

OTHER SKILLS and ABILITIES:

• Bilingual (Mandarin or Vietnamese with English) is required;
• Above average skills in language ability as well as public speaking and writing;
• Must have good transportation and a valid Texas Driver’s license.