Call Center Agent

Career Match Solutions • Charlotte, NC

17h • Onsite

About The Position

This role provides frontline support to community members by answering general inquiries, addressing questions and concerns related to health services, and scheduling clinic appointments. The agent ensures each caller receives accurate information, timely assistance, and an overall positive customer service experience.

Requirements

• High school diploma or equivalent required
• Proficiency with computers, multi-line phone systems, and electronic scheduling or documentation systems.
• Ability to maintain confidentiality, follow protocols, and adhere to departmental policies.
• Strong interpersonal and communication skills, with the ability to engage sensitively and professionally with diverse populations.

Nice To Haves

• Some college or health-related coursework preferred.
• Bilingual (Spanish and English) proficiency for oral and written communications preferred.
• Previous experience in a call center, customer service environment, or healthcare setting strongly preferred.
• Ability to work efficiently in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
• Basic knowledge of public health, community resources, and healthcare terminology is helpful.

Responsibilities

• Respond promptly and professionally to a high volume of inbound calls.
• Provide accurate information regarding organization services, programs, clinic operations, and community resources.
• Schedule clinic appointments in accordance with departmental protocols, availability, and eligibility guidelines.
• Document all caller interactions thoroughly and accurately in the designated systems.
• Follow established call center scripts, workflows, and communication standards.
• Protect confidential information and comply with HIPAA and all applicable privacy and security regulations.
• Demonstrate excellent customer service, de-escalation skills, and a patient-centered approach in every interaction.
• Participate in ongoing training, performance review activities, and team meetings.
• Perform other related duties as assigned to support call center operations and community health needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED