Customer Support Representative - Full-Time

Established in 1980, Greater Lawrence Family Health Center (GLFHC) is a multi-site, mission-driven nonprofit organization employing more than 700 staff members dedicated to providing high-quality patient care throughout the Merrimack Valley. Nationally recognized as a leader in community medicine, GLFHC provides family medicine, pediatrics, internal medicine, and geriatric services across multiple clinical locations and serves as the sponsoring organization for the Lawrence Family Medicine Residency Program.

GLFHC is currently seeking a bilingual English/Spanish Customer Support Center Representative. This position supports patients by ensuring incoming calls are handled efficiently, professionally, and with a strong focus on customer service and patient satisfaction.

Job Responsibilities

• Promptly answer incoming calls in a polite and professional manner.

• Direct calls to the appropriate departments or staff members.

• Schedule patient appointments and review appointment details, including date, time, location, and clinician.

• Maintain accurate and up-to-date patient demographic information.

• Communicate PCP change requests and transfer-of-care or location requests.

• Send late-arrival notifications and follow established cancellation and rescheduling procedures.

• Provide accurate information and assistance to patients in both English and Spanish.

• Support onboarding, training, quality assurance, and employee engagement activities as needed.

• Maintain professionalism while working in a fast-paced, high-volume call center environment.

Qualifications

• Must be fluent in English and Spanish, both verbally and in writing.

• High School Diploma or GED required.

• Strong computer skills and ability to learn multiple systems.

• Excellent communication and customer service skills.

• Strong attention to detail and organizational skills.

• Ability to multitask and work effectively in a fast-paced environment.

Compensation, Training & Schedule

• Hourly Pay Range: $17.75-$19.50 per hour, based on experience and qualifications.

• New hires will complete approximately 3-5 weeks of training.

• Training Schedule: 8:00 AM-4:30 PM.

• Following successful completion of training, employees will transition to a set schedule within the operating hours of 9:00 AM-6:00 PM.

• Candidates must be available to work the full training schedule and their assigned schedule following training.

GLFHC offers a supportive working environment and a comprehensive benefits package for eligible employees.