Call Center Specialist

Healthcare For the Homeless Inc • Baltimore, MD

1d • $18 - $20

About The Position

Health Care for the Homeless is seeking a passionate Call Center Specialist to be the welcoming voice connecting individuals and families to life-changing health care and support services. In this role, you will schedule appointments, answer questions, and help callers navigate services, ensuring a positive experience through compassion and professionalism. If you are a strong communicator who enjoys problem-solving, thrives in a fast-paced environment, and believes in universal access to quality health care, this opportunity is for 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.

Benefits

• Opportunity to make a meaningful impact every day by connecting people with essential health care services.
• Join a supportive, mission-driven team that values collaboration and continuous learning.
• Grow professionally through ongoing development and performance improvement opportunities.
• Be part of an organization committed to advocacy, equity, and community impact.
• Additional compensation provided for being bilingual in Spanish.

What This Job Offers

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