Bilingual Contact Center Agent

Job Summary

Bilingual Contact Center Agents will work full-time in a remote environment, serving as the first point of care for patients and referral partners by managing inbound and outbound calls, scheduling appointments, and ensuring accurate documentation while adhering to call center KPIs.

Key responsibilities

• Handle patient intake and scheduling by managing medium to high-volume calls and completing accurate after-call work
• Meet performance benchmarks for call volume, productivity, and data accuracy while ensuring compliance with HIPAA regulations
• Identify and resolve scheduling barriers, providing compassionate communication and escalating issues as necessary

Required qualifications

• High School Diploma or equivalent; some post-secondary education in medical office-related coursework preferred
• Prior customer service experience in a contact center environment, managing 50+ calls per day
• Proven success working with KPIs related to quality, adherence, and productivity
• Familiarity with contact center platforms and EHR/scheduling systems is preferred
• Bilingual, Spanish-speaking skills are highly preferred