Bilingual Contact Center Representative Lead

Legacy Community Health•Houston, TX

4d•Onsite

About The Position

At Legacy Community Health, we believe in making a difference not just in healthcare, but in the lives of our team members and the community we serve. As a Bilingual Contact Center Representative Lead, you will play a pivotal role in providing an exceptional contact experience for our patients and callers. Your passion for service, combined with your leadership skills, will help foster teamwork and create a supportive environment where everyone can thrive. Engage with our diverse community through meaningful conversations Empower our patients by providing them with critical information and scheduling appointments Be part of a collaborative team that values positivity, ownership, and commitment Enjoy opportunities for growth, mentorship, and personal development Help shape the future of healthcare one call at a time If you are ready to take on this fulfilling role and be a part of something bigger, we invite you to apply!

Requirements

High school graduate or equivalent required.
Pleasant, professional, and articulate phone voice
Ability to handle multiple incoming callers/patients, tasks and responsibilities
Strong verbal and written grammar skills
Accurate keyboard typing, data-entry and mouse navigation skills
Knowledge of basic health care industry terminology
Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites
Basic knowledge such as math, alphabetical or numerical filing may also be required
Must be able to manage multiple deadline and decision making responsibilities.
Bilingual English/Spanish strongly required, with the ability to read, write, interpret and disseminate information.

Responsibilities

Be a self-motivated learner with a positive attitude and a strong sense of ownership
Greet callers warmly and gather or provide essential information
Conduct outreach calls and assist patients in finding solutions
Ensure an amazing contact experience that leaves a lasting impression
Handle patient appointment scheduling and referrals with care and accuracy
Utilize clear and professional language in all communications
Research information and resources effectively to assist callers
Respond to emails and non-phone inquiries promptly and efficiently
Complete data entry and call logging tasks
Demonstrate a collaborative team player attitude daily
Assist with training and coaching of Agents, providing praise and guidance
Keep the team informed about new processes and changes
Motivate your teammates to improve services and identify best practices
Act as a professional supervisor in the absence of senior management
Perform other duties as assigned that contribute to team success