Call Center Specialist - Bilingual Spanish

Legacy Community Health•Houston, TX

18d•Onsite

About The Position

Welcome to a place where your voice is the guiding light for our patients' healthcare journeys. At Legacy Community Health, we cherish the opportunity to make a meaningful impact on community healthcare, one call at a time. As a Bilingual Call Center Specialist, you will be the friendly voice that helps patients navigate their healthcare journey with ease and compassion. You will be the first point of contact, scheduling appointments and providing crucial information to our patients. This role offers a nurturing and collaborative environment where your contributions truly make a difference, promoting work-life balance and team growth through mentorship and personal development. You will contribute to Legacy's mission of delivering high-quality healthcare services with empathy and respect. As the largest Federally Qualified Health Center (FQHC) in Southeast Texas, Legacy Community Health has been delivering comprehensive, high-quality, and affordable health care for nearly 40 years. With more than 50 clinics across the Greater Houston and Gulf Coast region, Legacy continues to grow strategically and invest in its communities, innovating how care is delivered. Legacy is always looking for talented, passionate individuals who want a meaningful career that makes a real impact. The mission, "Driving healthy change in our communities," guides everything, with team members expected to be approachable & collaborative, driven & committed, and perceptive & thoughtful communicators.

Requirements

High school graduate or equivalent required.
Customer service oriented.
Pleasant, professional, and articulate phone voice.
Ability to handle multiple incoming callers/patients, tasks and responsibilities.
Strong verbal and written grammar skills.
Accurate keyboard typing, data-entry, and mouse navigation skills.
Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites.
Basic knowledge such as math, alphabetical or numerical filing may also be required.
Patient scheduling experience.
Attends to workstation on time, ready to work, with minimal absenteeism.

Nice To Haves

1-2 years customer service experience highly preferred.
Clinical office support experience highly preferred.
Knowledge of medical terminology and/or insurance terminology preferred.
Bilingual English/Spanish strongly preferred with the ability to read, write, interpret and disseminate information in both languages.

Responsibilities

Manage inbound and outbound calls in a call-center environment, serving as the voice of Legacy.
Maintain a positive attitude and demonstrate a commitment to helping others.
Adhere to scheduled work hours and ensure a pleasant experience for all callers.
Schedule patient appointments following established protocols and processes.
Discuss referrals, insurance status, and eligibility to ensure appropriate patient access to care.
Follow documented processes and keep updated on current developments within your area of expertise.
Display excellent problem-solving skills and utilize appropriate resources for information.
Communicate effectively with clinical and other departments to ensure all requirements for patient appointments and treatments are met.
Identify high-risk or urgent symptoms and relay necessary information to clinical staff.
Accurately complete required data entry including patient demographics and call logging.
Perform multiple activities simultaneously, such as speaking on the phone while operating a computer.
Understand basic healthcare industry terms and comply with HIPAA policies.
Respond to emails and other non-phone inquiries promptly.
Apply excellent interpersonal skills to de-escalate situations and interpret subtle verbal indicators of distress or hesitance.
Perform other duties as assigned.