Call Center Representative- Bilingual
About The Position
The Bilingual Call Center Representative (English/Spanish) answers inbound calls and online appointment requests for Capital Area Health Network (CAHN), providing culturally and linguistically appropriate service. The role schedules medical appointments and transportation for new and existing patients, updates and verifies patient information, helps resolve patient issues, and provides general education about appointments and care. The position is on-site in Richmond, Virginia. The posting also includes a separate qualifications section describing supervisory experience and leadership skills, although the role title and job summary identify the position as a Call Center Representative. Duties may be modified to accommodate individuals with disabilities. The position may involve exposure to infectious agents, including HIV, hepatitis, and tuberculosis. Employment is at-will, and the job description is not an employment contract.
Requirements
- High school diploma, GED, or equivalent.
- One to three years of progressive customer service experience.
- Bilingual speaking and listening proficiency in a healthcare setting; the role summary specifies English and Spanish.
- Basic office skills, including typing, faxing, scanning, and professional telephone etiquette.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- The qualifications section additionally states a minimum of 2–3 years of supervisory experience in a call center or customer service environment.
- Proficiency in Microsoft Office Suite.
Nice To Haves
- Experience in a call center and/or medical office.
- Familiarity with eClinicalWorks.
- Associate or bachelor’s degree in healthcare administration, business, or a related field.
- Experience in a healthcare setting, preferably in an FQHC or community health center.
- Working knowledge of EHR systems such as eClinicalWorks, NextGen, or Epic.
- Bilingual proficiency in English/Spanish or another language commonly spoken by the patient population is listed as preferred in the qualifications section.
Responsibilities
- Answer calls and respond to online appointment requests in English and Spanish.
- Schedule patient appointments across providers and locations, considering provider specialties, schedules, and insurance requirements.
- Enter or verify personal, demographic, billing, identification, insurance, and income information for patients as needed.
- Coordinate transportation requests with the Transportation Department.
- Identify and resolve patient issues using eClinicalWorks and communicate with CAHN staff when necessary.
- Educate patients on the importance of making and keeping appointments and provide general educational information as appropriate.
- Recognize, document, and report trends in patient calls to the supervisor.
- Update patient information in the electronic health record (eClinicalWorks).
- Perform administrative duties and related tasks assigned by management.
- Adhere to CAHN standards, guidelines, policies, and procedures.
- Perform other duties as assigned.
Benefits
- Medical, dental, and vision insurance.
- Secondary gap insurance.
- Prescription drug plan.
- Supplemental policies through Colonial Life.
- 401(k) retirement plan with up to 3% company match.
- Employer-sponsored short-term disability.
- Employer-paid life and AD&D insurance.
- Paid time off accrued beginning Day 1.
- Self-care floating holidays.
- 8.5 paid holidays.
- Employee Assistance Program (EAP).
- Public Service Loan Forgiveness (PSLF) eligibility.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
