Spanish-English Call Center Representative

Kinston Community Health • Kinston, NC

2d

About The Position

The Call Center Representative plays a vital role in delivering high-quality, patient-centered service at Kinston Community Health Center. This position is responsible for handling inbound calls, scheduling appointments, and directing inquiries in a professional and courteous manner. Using established protocols and electronic systems, the representative supports both patients and clinical teams, ensuring timely and efficient communication. This role may require strong bilingual communication skills (English and Spanish), along with attention to detail and the ability to manage multiple tasks independently.

Requirements

• High School Diploma or equivalency
• 1-3 years of customer service or clinical/professional experience preferred.
• Proficient in Microsoft Office Suite, internet browsers, and general computer use.
• Bilingual in English and Spanish, with excellent oral and written communication skills in both languages, including those identified by the Health Center as languages of need.
• Demonstrates strong phone etiquette, verbal communication, and active listening skills.

Responsibilities

• Answers incoming calls from healthcare providers and patients promptly and courteously.
• Schedules and reschedules appointments in accordance with clinic availability and patient needs.
• Uses appropriate and professional greetings when addressing callers.
• Identifies caller needs, clarifies information, and routes calls to the appropriate department or personnel.
• Assists the clinical team by using templates and established protocols to triage patient inquiries and forward them appropriately.
• Maintains a professional appearance and demeanor at all times, demonstrating a strong commitment to service excellence.
• Ensures full compliance with HIPAA regulations and all KCHC employee policies.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees