Call Center Specialist - Behavioral Health - Bilingual

Legacy Community Health•Houston, TX

13d•Onsite

About The Position

The Bilingual Call Center Specialist is an important first point of connection for patients seeking care. Through phone calls and other communication channels, the specialist schedules appointments, shares information, and helps provide a professional, accurate, and timely experience that connects patients with needed services. The role is assigned primarily to General Inbound Calls, Specialty Inbound Calls, or Outbound Calls within a structured Patient Access call-center environment where reliability, teamwork, careful documentation, and a commitment to helping others are essential. The specialist helps patients navigate appointments, referrals, insurance, and eligibility information; builds positive relationships through calm, respectful communication; and works with clinical and departmental teams to help ensure patients are prepared for appointments and treatment. The position offers opportunities to learn patient access processes and healthcare terminology and to strengthen communication skills through collaboration. The listed schedule is 7:30 AM–5:00 PM, with 8-hour shifts. The position is located at Legacy Montrose Allen Parkway in Houston, Texas.

Requirements

High school graduation or equivalent.
Strong English and Spanish bilingual ability, including the ability to read, write, interpret, and disseminate information in both languages.
Customer-service orientation.
Pleasant, professional, articulate phone voice.
Ability to handle multiple incoming callers or 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 or electronic forms, and websites.
Patient scheduling experience.
Punctuality, readiness to work at the workstation on time, and minimal absenteeism.
Basic math and alphabetical or numerical filing knowledge may be required.

Nice To Haves

One to two years of customer service experience.
Clinical office support experience.
Knowledge of medical terminology and/or insurance terminology.

Responsibilities

Manage inbound and outbound calls in a call-center environment.
Maintain a positive, responsible, and helpful approach, adhere to scheduled work hours, and provide callers with a pleasant experience.
Work in a structured environment with strict punctuality and attendance requirements.
Schedule patient appointments according to established protocols, including discussing referrals, insurance status, and eligibility.
Follow documented processes and procedures and stay current on developments in the area of expertise.
Research information using appropriate resources and apply problem-solving skills.
Use proper language, grammar, and style in verbal and written communications, demonstrating customer service, listening, and phone etiquette skills.
Communicate with clinical and other departments to ensure requirements for patients’ appointments or treatment are met.
Identify high-risk or urgent symptoms and relay relevant information to clinical staff.
Complete required data entry accurately and promptly, including patient demographics, payer information, call logging, and reporting.
Multitask, including speaking on the phone while operating a computer.
Understand basic healthcare terms, including primary care, provider, benefits, and HIPAA, and comply with HIPAA policies.
Respond to email and other non-phone inquiries and communications.
Recognize verbal indicators of distress or hesitance and use interpersonal skills to de-escalate situations and address callers’ needs.
Perform other duties as assigned.