Call Center Specialist

Healthcare For the Homeless•Baltimore, MD

About The Position

Join Our Team as a Call Center Specialist Health Care for the Homeless | Make Every Call Count Are you passionate about helping people and delivering exceptional customer service? At Health Care for the Homeless , every phone call is an opportunity to make a difference. As a Call Center Specialist , you'll be the welcoming voice that connects individuals and families to life-changing health care and support services. Whether you're scheduling appointments, answering questions, or helping someone navigate our services, your compassion and professionalism will help create a positive experience for every caller. If you're a strong communicator who enjoys solving problems, thrives in a fast-paced environment, and believes everyone deserves access to quality health care, we'd love to meet you.

Requirements

High school diploma or GED.
At least one year of customer service experience.
Strong computer skills and the ability to learn electronic health record and scheduling systems.
Excellent verbal and written communication skills.
Ability to maintain confidentiality and exercise sound judgment.
A calm, professional demeanor when handling challenging or emotional situations.
Strong organizational skills with the ability to multitask, adapt to interruptions, and work effectively in a team environment.

Nice To Haves

Experience working with individuals experiencing homelessness or from low-income communities.
Experience using medical, insurance, or healthcare databases.
Bilingual in Spanish (additional compensation provided).
De-escalation training or experience managing difficult conversations.

Responsibilities

Serve as the first point of contact for clients, community members, and partners seeking agency services.
Schedule appointments and provide accurate information for multiple clinic locations.
Complete client registration, insurance verification, referrals, medical records requests, and enrollment activities to support one-call resolution whenever possible.
Gather and document client information accurately in the electronic health record (EHR), including demographics, consent, and insurance information.
Listen carefully to callers, assess their needs, and connect them with the appropriate services within our organization or through community partners.
Respond to questions, concerns, and complaints with empathy, professionalism, and a solution-focused approach.
Deliver culturally responsive, client-centered service that is respectful, ethical, inclusive, and trauma-informed.
Collaborate with teammates to improve workflows, update procedures, and enhance the client experience.
Maintain a professional workspace and represent the organization with integrity and pride.
Support departmental goals while adhering to agency policies, quality standards, safety protocols, HIPAA, and regulatory requirements.
Participate in organizational advocacy and quality improvement initiatives.
Protect client privacy by maintaining compliance with HIPAA and all applicable privacy and security regulations.
Perform additional duties as needed to support our mission and the communities we serve.