Bilingual Call Center Agent I

CVCH•Wenatchee, WA

5d•Onsite

About The Position

Come join our Team! We invite you to come grow with our dynamic healthcare organization providing medical, dental and behavioral health services for Chelan and Douglas counties! We offer a progressive and extremely competitive compensation and benefits package. Job Summary The primary job function of the Call Center Agent is to provide a positive first impression through courteous, efficient and effective telephone access to all CVCH services. Routes calls, makes patient appointments, enters patient information in electronic records and provides current and accurate information about all CVCH services. Call Center: Expected to cover shifts between 6:45am-7:00pm, Monday-Friday and rotating Holidays and Saturdays, 8:30am-4:00pm. Schedules will be posted ahead of time for planning purposes. Essential Functions: These functions are fundamental to the role and must be performed with or without a reasonable accommodation. Answers calls in an efficient, courteous and prompt manner with the goal of answering every call within 30 seconds or less. Maintains high quality customer service levels. Schedules appointments for patients using scheduling protocols and answering scripts. Enters data in EMR, EDR and other electronic records in accordance with protocol. Answers questions courteously and efficiently using answer scripts. Contacts patients with reminder calls and reschedules appointments when providers’ schedules change. Retains current knowledge of all CVCH Programs. Directs phone calls to proper destination or takes a message as per protocol. Assists with administrative tasks as assigned. Essential Duties & Responsibilities: These functions are fundamental to the role and must be performed with or without a reasonable accommodation. Performs other duties and tasks as assigned by supervisor Start shift on time and meet attendance standards per the FTE assigned in HRIS system. Follow safety policies and maintain a clean, safe work environment. Demonstrate sound work ethics, flexibility, and cultural sensitivity Uphold CVCH’s mission and core values in all interactions. Comply with CVCH policies, Joint Commission standards, and HIPPA regulations. Non-Essential Functions: These are tasks that are included in the role but are not critical. They may be reassigned or modified without fundamentally changing the job. Run ad hoc reports as requested. Participate in internal committees or special projects. Contribute to internal communications or newsletters.

Requirements

High School Diploma or equivalent preferred.
Call Center Agent I: One year experience in the medical or business/office field or equivalent education and training preferred.
Language Skills: Bilingual English/Spanish Required
Strong interpersonal and communication skills
Analytical and problem-solving abilities
Ability to manage sensitive and confidential information
Typical office environment
Sit, stand, walk, often
Reach occasionally
Kneel or crouch minimally
May need to lift up to 10 pounds
Visual acuity for close and distance work
Moderate noise
Standard administrative working conditions
Blood/Fluid Exposure Risk: Category III – Tasks involve no greater exposure to blood or body fluids than would be encountered by a visitor.
Age-Specific Competency: Not applicable – position does not involve patient care.
Not eligible for telecommuting.

Nice To Haves

Experience with call centers and medical reception preferred.

Responsibilities

Answers calls in an efficient, courteous and prompt manner with the goal of answering every call within 30 seconds or less.
Maintains high quality customer service levels.
Schedules appointments for patients using scheduling protocols and answering scripts.
Enters data in EMR, EDR and other electronic records in accordance with protocol.
Answers questions courteously and efficiently using answer scripts.
Contacts patients with reminder calls and reschedules appointments when providers’ schedules change.
Retains current knowledge of all CVCH Programs.
Directs phone calls to proper destination or takes a message as per protocol.
Assists with administrative tasks as assigned.
Performs other duties and tasks as assigned by supervisor
Start shift on time and meet attendance standards per the FTE assigned in HRIS system.
Follow safety policies and maintain a clean, safe work environment.
Demonstrate sound work ethics, flexibility, and cultural sensitivity
Uphold CVCH’s mission and core values in all interactions.
Comply with CVCH policies, Joint Commission standards, and HIPPA regulations.
Run ad hoc reports as requested.
Participate in internal committees or special projects.
Contribute to internal communications or newsletters.

Benefits

Medical Premera (Self Insured) Preferred Provider Employee covered - $70.00 per month Dependents covered – please refer to the benefits Guide 2026 for rates First of the month following the first date of employment.
Dental Washington Dental Employee covered – 100% Dependents covered – 50% First of the month following the first date of employment.
Paid Leave 120 hours – Year 1 136 hours - Year 2 Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years. Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB. Extended Illness Bank (EIB) Allows for maximum accrual of 200 hours PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.
Holidays 88 hours related to: · New Year’s Day · Memorial Day · 4 th of July · Labor Day · Thanksgiving Day · Day after Thanksgiving · Christmas Eve · Christmas Day · 3 Diversity Days Holidays are calculated as 8-hour days if full time, 1.0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee’s timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below: · Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE) · May 1 – August 31: 2 diversity days (16 hours if 1.0 FTE) · Sept 1 – Dec 31: 1 diversity day (8 hours if 1.0 FTE) Please refer to the Paid Leave policy for additional details.
403(b) Retirement Plan Lincoln Financial 150% CVCH match up to 3% of the employee’s contribution Immediately. Vesting schedule: 20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.
Employee Assistance Program Mutual of Omaha Free short-term counseling for employee and family Immediately. Call 800-316-2796
Long-term Disability Mutual of Omaha Employee Only (variable) First of the month following the first date of employment.
Basic Term Life Mutual of Omaha Employee Only (1x annual salary, up to $200,000) First of the month following the first date of employment.
Group Accidental Death and Dismemberment (AD&D ) Mutual of Omaha Employee Only (1x annual salary, up to $200,000) First of the month following the first date of employment.
Supplemental Term Life Mutual of Omaha Employee / Spouse / Dependent(s) First of the month following the first date of employment.
Voluntary AD&D Mutual of Omaha Employee / Family First of the month following the first date of employment.
Health Reimbursement Arrangement RedQuote Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year. First of the month following the first date of employment.
Flex Plan: Medical RedQuote Flex Plan: Maximum $3,400 per year Direct Deposit available First of the month following the first date of employment.
Flex Plan: Dependent Care RedQuote Flex Plan: Maximum $7,500 per year Direct Deposit available First of the month following the first date of employment.
AFLAC Supplemental insurance – cafeteria plan First of the month following the first date of employment.
Wellness Stipend CVCH will reimburse staff up to $30 per month for a local gym membership OR CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.) Immediately. Once employee has submitted invoice to HR/Payroll department.
Cell Phone Discounts Discounted monthly access fees Discounted select accessories and special equipment Available for personal cell phones, currently in place with AT&T & Verizon
Tuition Reimbursement For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of: · $4,000 for an Associate’s degree, vocational, technical, or certification program · $6,000 for a Bachelor’s degree · $8,000 for a Master’s degree Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply. Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.