Call Center Specialist - Bilingual Spanish

Legacy Community Health•Houston, TX

9d•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 supports a professional, accurate, and timely experience that connects patients with needed services. The role may focus primarily on general inbound calls, specialty inbound calls, or outbound calls within a structured Patient Access call-center environment. The specialist helps patients navigate appointments, referrals, insurance, and eligibility information; communicates with clinical and departmental teams to prepare patients for appointments or treatment; and supports patients in reaching appropriate care. Reliability, teamwork, careful documentation, patience, clarity, compassion, and a commitment to respectful customer service are essential. The position is located at Legacy Montrose Allen Parkway in Houston, Texas, and is scheduled Monday through Friday, 7 a.m. to 5 p.m.

Requirements

High school graduate or equivalent.
Bilingual English/Spanish, strongly required, with 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/electronic forms, and websites.
Patient scheduling experience.
Ability to arrive at the workstation on time, ready to work, and demonstrate minimal absenteeism.
Basic knowledge of math and alphabetical or numerical filing may be required.

Nice To Haves

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

Responsibilities

Manage inbound and outbound calls in a call-center environment.
Maintain a positive, responsible, and helpful approach, adhere to scheduled work hours, and ensure callers have 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 status.
Follow documented processes and procedures and stay current on developments within the area of expertise.
Use appropriate resources to research information and solve problems.
Communicate verbally and in writing using proper language, grammar, and style, while demonstrating customer service, listening, and phone etiquette skills.
Communicate with clinical and other departments to ensure requirements for patient 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 logs, and reports.
Perform multiple activities at once, such as 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.