Call Center Agent

Call Center Agent (Bilingual Preferred)

Position Summary

This role provides frontline support to community members by answering general inquiries, addressing questions and concerns related to health services, and scheduling clinic appointments. The agent ensures each caller receives accurate information, timely assistance, and an overall positive customer service experience.

Essential Duties and Responsibilities

• Respond promptly and professionally to a high volume of inbound calls.
• Provide accurate information regarding organization services, programs, clinic operations, and community resources.
• Schedule clinic appointments in accordance with departmental protocols, availability, and eligibility guidelines.
• Document all caller interactions thoroughly and accurately in the designated systems.
• Follow established call center scripts, workflows, and communication standards.
• Protect confidential information and comply with HIPAA and all applicable privacy and security regulations.
• Demonstrate excellent customer service, de-escalation skills, and a patient-centered approach in every interaction.
• Participate in ongoing training, performance review activities, and team meetings.
• Perform other related duties as assigned to support call center operations and community health needs.

Qualifications

• High school diploma or equivalent required; some college or health-related coursework preferred.
• Bilingual (Spanish and English) proficiency for oral and written communications preferred.
• Previous experience in a call center, customer service environment, or healthcare setting strongly preferred.
• Ability to work efficiently in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
• Proficiency with computers, multi-line phone systems, and electronic scheduling or documentation systems.
• Ability to maintain confidentiality, follow protocols, and adhere to departmental policies.
• Strong interpersonal and communication skills, with the ability to engage sensitively and professionally with diverse populations.
• Basic knowledge of public health, community resources, and healthcare terminology is helpful.

Key Competencies

• Customer service excellence
• Active listening and communication
• Problem-solving and critical thinking
• Attention to detail and accuracy
• Cultural competence and empathy
• Teamwork and adaptability
• Professionalism and reliability

Working Conditions

• Primarily office-based call center environment.
• Extended periods of sitting and telephone/computer use.
• May involve responding to callers expressing distress or urgent health concerns.