Call Center Agent (Bilingual Arabic)

HOPE Clinic•Houston, TX

52d•$15•Onsite

About The Position

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.

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
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
High School diploma or GED is required
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

Nice To Haves

Associate degree preferred
2 years or more in healthcare preferred
Experience in the medical field or prior call center experience is preferred
Insurance and medical experience preferred

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.