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

Legacy Community Health•Houston, TX

4d•Hybrid

About The Position

This role is for a Bilingual Call Center Specialist supporting the Mental Health/Behavioral Health Team at Legacy Community Health. The specialist will be the first point of contact for patients, scheduling appointments, answering questions, and providing vital information. The position is hybrid, located in Houston, and requires bilingual proficiency in Spanish. Legacy Community Health emphasizes a supportive, mission-driven environment with opportunities for growth and work-life balance.

Requirements

High school graduate or equivalent required.
1-2 years customer service experience highly preferred.
Clinical office support experience highly preferred.
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.
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.

Nice To Haves

1-2 years customer service experience
Clinical office support experience
Knowledge of medical terminology and/or insurance terminology

Responsibilities

Serve as the welcoming first point of contact by managing inbound and outbound calls in a call-center environment.
Maintain a positive and compassionate attitude while assisting patients with their needs.
Adhere to scheduled work hours and ensure a seamless and pleasant experience for all callers.
Schedule patient appointments following established protocols and procedures.
Discuss referrals, insurance status, and eligibility to ensure patients have access to appropriate care.
Stay updated on processes and developments within your area of expertise to provide accurate information.
Use excellent problem-solving skills and available resources to address patient inquiries effectively.
Collaborate with clinical and other departments to ensure all requirements for appointments and treatments are met.
Identify high-risk or urgent symptoms and relay necessary information promptly to clinical staff.
Accurately enter patient demographics and log call details into the system.
Multitask effectively, such as speaking on the phone while operating a computer.
Understand and apply basic healthcare terminology while maintaining compliance with HIPAA policies.
Respond to emails and other non-phone inquiries in a timely manner.
Apply interpersonal skills to de-escalate situations and address subtle indicators of patient distress.
Perform other related duties as assigned to support the team and organization.