Call Center Coordinator/Lead

Avenue 360 Health and Wellness • Humble, TX

3d

About The Position

The Call Center Coordinator/Lead supports a positive, seamless, and patient-centered experience for people contacting Avenue 360 Health & Wellness. As a first point of contact by phone and other communication channels, the role assists callers with scheduling appointments, obtaining information, and navigating available services. It delivers professional customer service, manages patient and call information accurately, and contributes to efficient call center operations.

The position handles inbound and outbound calls, outreach campaigns, follow-ups, emails, appointment scheduling, referrals, documentation, and use of call center and scheduling systems. It also provides leadership support to call center staff, including preparing and delivering training, conducting call audits, sharing industry updates, and supporting the Manager with consistent procedures and workflows. The role may provide cross-coverage to other clinics and take on additional duties or special projects as needed.

The position requires a high school diploma or GED and at least two years of experience in a call center, customer service, or administrative setting. Bilingual English/Spanish skills and experience with patients, clients, or the public in a fast-paced environment are preferred. The employee must participate in required training and continuing education.

Requirements

• High school diploma or GED.
• At least 2 years of experience in a call center, customer service, or administrative setting.
• Strong verbal and written communication skills.
• Customer-service orientation and a professional, pleasant, articulate phone voice.
• Ability to multitask while maintaining accuracy and attention to detail.
• Communication, problem-solving, and professionalism under pressure.
• Empathy, adaptability, teamwork, and a service-oriented mindset.
• Ability to maintain confidentiality, privacy, and compliance standards.
• Ability to use computers, MS Windows, email, online forms, websites, and call center and scheduling software.
• Ability to type quickly and accurately and navigate with a mouse.
• Participation in required organizational, funding-source, and applicable licensure-related training and continuing education.

Nice To Haves

• Bilingual English/Spanish, with strong verbal and written skills.
• Experience working with patients, clients, or the public in a fast-paced environment.
• Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software.
• Understanding of basic healthcare terminology, including primary care, benefits, and HIPAA.

Responsibilities

• Provide welcoming, professional, empathetic, and patient-centered service to callers.
• Identify caller needs, answer questions, and find timely solutions.
• Greet callers and follow established call scripts as applicable.
• Manage high volumes of inbound and outbound calls, including outreach, follow-ups, and targeted campaigns.
• Respond to customer emails and other non-phone inquiries.
• Use phonetic headsets and maintain productivity and daily call-volume expectations.
• Schedule, update, and manage patient appointments and referrals accurately.
• Verify caller identity, confirm visit details, and ensure accurate scheduling actions.
• Complete daily schedules, tasks, and dispositions accurately.
• Perform data entry, call logging, and reporting in a timely and accurate manner.
• Maintain accurate and updated patient account information.
• Research information using FAQs, system tools, available resources, and online references.
• Uphold confidentiality, privacy, and compliance standards in documentation.
• Use computers, MS Windows, email, online forms, websites, call center software, and scheduling software effectively.
• Meet or exceed organizational performance goals and metrics.
• Provide leadership support to call center staff, assist with workflow management and troubleshooting, and support operational efficiency.
• Model professionalism, reliability, punctuality, and adherence to attendance expectations.
• Prepare and update training materials for new call center team members.
• Deliver clear and professional training sessions.
• Conduct individualized call audits to evaluate quality, service tone, and accuracy.
• Maintain industry knowledge and share updates with the team.
• Support the Manager in maintaining consistent procedures and workflows.
• Provide cross-coverage to other clinics as needed.
• Adapt to changing priorities and perform additional duties or special projects as assigned.
• Participate in required training and continuing education.

What This Job Offers

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