Call Center Specialist I

Northwest Human Services, Inc. • Salem, OR

1d • $19 - $24 • Onsite

About The Position

Northwest Human Services (NWHS), a nonprofit community health center serving Marion and Polk counties, provides affordable medical, dental, mental health, and social services. The Call Center Specialist I is often the first voice patients hear when seeking care, helping them navigate healthcare needs, connect with resources, and feel welcomed, respected, and supported.

This role serves as a primary point of contact for patients, provides information about services and next steps, assists with appointment inquiries and scheduling needs, routes calls to appropriate departments, and communicates with clinic teams. The specialist responds to questions and routine concerns with empathy and sound judgment, escalating issues when appropriate. The role also requires accurate and timely documentation, protection of confidential patient information, and adherence to HIPAA requirements and organizational policies.

The position collaborates with colleagues and clinic staff, adapts to changing priorities, and participates in training and ongoing learning. It is based at the West Salem Clinic in Salem, Oregon, and is full-time, Monday through Friday with rotating Saturdays, from 9:00 a.m. to 5:30 p.m. It reports to the Patient Care Access Supervisor.

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-related 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 needed.
• Support patients experiencing barriers to care 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 in a fast-paced environment.
• Collaborate with colleagues and clinic staff to support communication and efficient workflows.
• Adapt to changing priorities and participate in training and ongoing learning.

Benefits

• Medical, dental, and vision insurance plans.
• Group life insurance and short-term and long-term disability coverage, 100% paid by the employer.
• 403(b) retirement plan with a 2% employer contribution and up to a 3% employer match.
• Flexible spending account.
• Paid time off: 10 hours per month for full-time positions working 40 hours per week, increasing up to 20 hours monthly with tenure.
• 7½ 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