Call Center - Behavioral Health Team-Bilingual-Hybrid from Houston

Legacy Community Health•Houston, TX

22d•Hybrid

About The Position

The Bilingual Call Center Specialist supports Legacy Community Health’s Behavioral Health Team and serves as a welcoming first point of contact for patients. The role manages inbound and outbound calls, schedules appointments, answers questions, and provides information about referrals, insurance status, and eligibility. Specialists work with patients and colleagues to help ensure access to appropriate care and a smooth experience. The position requires a compassionate, professional approach and the ability to identify urgent or high-risk symptoms and promptly relay information to clinical staff. It also involves entering patient demographics and call details, responding to email and other non-phone inquiries, and coordinating with clinical and other departments. Employees are expected to apply basic healthcare terminology, follow HIPAA policies, and handle multiple tasks while speaking with patients. The schedule is listed as 7:30 a.m.–5 p.m., with 8-hour shifts. Training takes place onsite in Houston for the first 30 days. Once qualified, the position may have the opportunity to switch to remote work. The listed work location is Legacy Montrose Allen Parkway in Houston, Texas.

Requirements

High school graduate or equivalent.
Customer-service orientation.
Pleasant, professional, articulate phone voice.
Ability to handle multiple callers, tasks, and responsibilities.
Strong verbal and written grammar skills.
Accurate keyboard typing, data-entry, and mouse-navigation skills.
Working knowledge of MS Windows, email, online/electronic forms, and websites.
Basic knowledge of math and alphabetical or numerical filing may be required.
Patient-scheduling experience.
Ability to report to the workstation on time and ready to work, with minimal absenteeism.
Bilingual English/Spanish ability is stated as strongly preferred; the posting also identifies the role as bilingual in Spanish.

Nice To Haves

1–2 years of customer service experience.
Clinical office support experience.
Knowledge of medical terminology and/or insurance terminology.
Ability to read, write, interpret, and disseminate information in both English and Spanish.

Responsibilities

Manage inbound and outbound calls in a call-center environment as a welcoming first point of contact.
Assist patients with a positive and compassionate attitude.
Adhere to scheduled work hours and provide a seamless, pleasant experience for callers.
Schedule patient appointments according to established protocols and procedures.
Discuss referrals, insurance status, and eligibility with patients.
Keep up to date on processes and developments to provide accurate information.
Use problem-solving skills and available resources to address patient inquiries.
Collaborate with clinical and other departments to meet appointment and treatment requirements.
Identify high-risk or urgent symptoms and promptly relay information to clinical staff.
Accurately enter patient demographics and log call details in the system.
Multitask, including speaking on the phone while operating a computer.
Apply basic healthcare terminology and comply with HIPAA policies.
Respond promptly to emails and other non-phone inquiries.
Use interpersonal skills to de-escalate situations and recognize subtle indicators of patient distress.
Perform other related duties as assigned.