Call Center Specialist I

Northwest Human Services, Inc. • Salem, OR

1d • Onsite

About The Position

Northwest Human Services is a nonprofit community health center serving Marion and Polk counties with medical, dental, mental health, and social services. The Call Center Specialist I is often the first point of contact for patients seeking care. This role helps patients understand services and next steps, navigate appointment needs, and connect with appropriate departments and resources while providing compassionate, respectful, and culturally sensitive service.

The position is based at the West Salem Clinic in Salem, Oregon. It is full-time, Monday through Friday with rotating Saturdays, from 9:00 a.m. to 5:30 p.m. The Call Center Specialist I reports to the Patient Care Access Supervisor. The role requires accurate and timely documentation, protection of confidential patient information, adherence to HIPAA requirements and organizational policies, and collaboration with clinic teams in a fast-paced environment.

Requirements

• High school diploma or equivalent.
• Strong verbal communication and customer service skills.
• Basic computer skills and ability to learn electronic systems and telephone technology.
• Ability to manage competing priorities, maintain accuracy, and remain professional in a fast-paced environment.

Nice To Haves

• Previous call center, customer service, healthcare, or medical office experience.
• Familiarity with appointment scheduling, electronic health records, or healthcare terminology.
• Bilingual English/Spanish.

Responsibilities

• Answer incoming patient calls with warmth, professionalism, and respect.
• Listen to patients’ needs and provide clear information about services and next steps.
• Assist with appointment inquiries, scheduling needs, and service navigation according to established procedures.
• Direct calls and inquiries to appropriate departments, providers, or resources.
• Communicate with clinic teams to support timely responses and coordinated patient care.
• Respond to questions and concerns with patience, empathy, and sound judgment.
• Resolve routine issues and escalate concerns when appropriate.
• Support patients who may face barriers to care, treating them with dignity and cultural sensitivity.
• Document calls, messages, and patient information accurately and promptly.
• Protect confidential patient information and follow HIPAA requirements and organizational policies.
• Follow established workflows while maintaining accuracy, efficiency, and quality service.
• Collaborate with colleagues and clinic staff to support communication and efficient workflows.
• Adapt to changing priorities and contribute to a supportive, patient-centered team environment.
• Participate in training and ongoing learning.

Benefits

• Medical, dental, and vision insurance.
• Short-term and long-term disability coverage, 100% paid by the employer.
• 403(b) retirement plan with a 2% employer contribution and up to 3% employer match.
• Flexible Spending Account.
• Paid time off: 10 hours per month for full-time positions, increasing up to 20 hours monthly with tenure.
• 7.5 paid holidays per year plus 2 paid floating holidays for full-time positions.
• Continuing education and training benefits.
• Employee Healthy Living Program, including gym membership and smoking cessation.

What This Job Offers

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