Contact Center Agent

La Clinica Del Pueblo Inc•Hyattsville, MD

1d•$18 - $22•Onsite

About The Position

The Call Center Agent serves as the first point of contact for patients and is responsible for delivering excellent customer service, facilitating appointment scheduling, assisting with patient inquiries, and ensuring that patients are connected with appropriate resources within the health center. This role supports the FQHC’s mission of providing accessible, patient-centered care by addressing patient needs efficiently and professionally.

Requirements

High school diploma or GED
2+ years of customer service experience (call center or healthcare preferred)
Previous healthcare or patient-facing experience
Basic knowledge of EHR systems
Understanding of insurance and HIPAA regulations
Strong communication and customer service skills
Customer-focused and empathetic
Able to handle high call volumes in a fast-paced environment
Detail-oriented and organized
Strong problem-solving skills
Team-oriented with a patient-first mindset

Nice To Haves

Associate degree or relevant training
Call center and/or FQHC experience
Bilingual (English/Spanish or similar)
Experience with eClinicalWorks, Epic, or NextGen
Insurance enrollment knowledge

Responsibilities

Answer inbound calls promptly and professionally, adhering to La Clínica customer service standards.
Assist patients with scheduling, rescheduling, and canceling appointments according to established protocols.
Provide general information about services, locations, hours of operation, and provider availability.
Use the electronic health record (EHR) system to verify patient information, update records, and schedule appointments accurately.
Confirm that patients are aware of any necessary documents, insurance details, or preparations needed for their visits.
Coordinate with health center teams to ensure patient needs are met and follow-up appointments are arranged as necessary.
Assist patients with insurance verification, understanding co-pays, and eligibility requirements, directing them to additional resources or enrollment specialists as needed.
Address basic patient inquiries and connect patients with appropriate departments for further assistance on clinical or billing issues.
Offer language support or refer patients to interpreters when language barriers exist.
Document call details accurately and promptly in the EHR system, including patient concerns, scheduled appointments, and any follow-up actions.
Maintain up-to-date patient records, ensuring data integrity and compliance with FQHC guidelines and HIPAA regulations.
Work collaboratively with other call center agents and health center staff to manage call volumes and meet performance goals.
Participate in regular team meetings and training sessions to stay current on FQHC procedures, protocols, and patient care practices.
Provide input on workflow improvements and contribute to a positive, patient-centered environment.