Call Center Agent - Healthcare (Bilingual Spanish)

Bedford Stuyvesant Family Health Center•Brooklyn, NY

About The Position

The Bedford-Stuyvesant Family Health Center (BSFHC), a Federally Qualified Health Center serving families in North and Central Brooklyn, is seeking a Call Center Agent to support patient care and the practice’s clinical and administrative operations. The agent serves as an initial point of contact for new and current patients, handling calls with tact, compassion, confidentiality, and professionalism. The role is primarily based in the call center, with cross-training to work at the front desk if needed. The successful candidate is reliable, energetic, self-motivated, warm, upbeat, well-spoken, and focused on quality patient care. They can handle difficult situations professionally, communicate effectively, work as part of a team, and manage multiple tasks. The position pays $20 per hour. Bilingual Spanish and previous healthcare experience are required.

Requirements

Previous healthcare experience required.
Bilingual Spanish required.
High school diploma or equivalent required.
Strong interpersonal and communication skills, including a friendly, professional phone presence.
Ability to handle difficult situations with professionalism and compassion.
Ability to manage multiple calls and tasks while remaining detail-oriented and organized.
Ability to work effectively as a team player in a supportive, fast-paced environment.
Focus on quality patient care, reliability, and confidentiality.

Nice To Haves

Previous experience with call centers and healthcare services.
Experience with electronic medical records (EMR/EHR).

Responsibilities

Manage high-volume calls from patients requesting appointments or rescheduling, and provide or gather information for the appropriate individuals.
Work toward first-call resolution by addressing member and provider issues as a point of contact.
Transfer calls and confirm patients are connected to the appropriate department or individual before releasing the call.
Use dual monitors and computer-based resources to find answers to customer questions.
Gather and document information and relay messages to the appropriate department or designated individual.
Create, update, and access confidential patient data in the electronic medical record (EMR) accurately and confidentially.
Facilitate appointments by gathering demographic, referral-source, and clinical information and ensuring complete, accurate documentation.
Monitor telephone flow and offer or request assistance as needed.
Communicate effectively and efficiently with departments to minimize wait times while providing high-quality customer service.
Work at the front desk if needed after cross-training.
Perform other duties as assigned by the manager.