Call Center Specialist, Spanish-Speaking

Department:
Practice Ops

Reports To:

Call Center Manager

Job Family:
Clinic Support

FLSA Status:
Non-Exempt

EEO Classification:
Administrative support workers

Supervisor:
No

Leadership Level: Individual Contributor On-site

Job Function:
On-site at 421 Fallsway Main Clinic; some remote days possible

Hours:

40 hours a week; 8:30am - 5:00pm

The Spanish-Speaking Call Center Specialist is the first point of contact for members of the community trying to reach agency staff in fluent English and Spanish. They are responsible for providing supportive, efficient, high-quality customer service. The Call Center Specialist will be part of a team of six handling calls for a small to medium sized call center. They follow established protocols to perform daily tasks such as scheduling appointments and assisting clients with information for multiple locations.

They facilitate communication between clients, vendors and community members with staff. Candidates with Spanish skills will take a language exam and if they pass, they will earn an extra $4,000 annually!

• Perform the duties and responsibilities of the CSR (client service representative) position, including registration, scheduling, insurance verification, referrals, medical records, and enrollment in order to ensure one-call resolution.
• Collect necessary information for services; consent to treat, demographics, etc. to ensure accurate data for billing claims.
• Respond promptly and appropriately to questions/concerns/complaints and attempt immediate resolution. Assess and identify caller needs in order to connect them with the appropriate services within the agency or through established external partners.
• Record required client information accurately and promptly in the electronic health record.
• Provide good customer service, marked by culturally-competent, client-centered, ethical, respectful, inclusive and professional access for clients, visitors, partners and the broader community.
• Collaborate with team members to improve workflows, maintain/update standard operating procedures and to improve client satisfaction.
• Take personal responsibility for their professional appearance and their workspace, ensuring that both represent the agency in a positive manner.
• Contribute to department goals and objectives. Adhere to department policies, procedures, quality standards and safety standards. Comply with rules, regulations, policies, and procedures of all applicable agency, local, state, federal and regulatory bodies.

• High school diploma or GED is required

• One year of experience in customer service required
• Experience working with people who are experiencing homelessness or from low-income backgrounds
• Experience working with computers and databases, preferably medical or insurance systems
• Bilingual (Spanish) highly preferred (premium paid associated)
• De-escalation training preferred

• Excellent customer service, with ability to clearly communicate verbally and in writing
• Must be able to maintain confidentiality in all circumstances
• Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor
• High level of motivation, initiative and responsibility
• Able to work with interdisciplinary teams
• Able to cope with interruptions, be flexible and be a team player

In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:

• Models and reinforces the Health Care for the Homeless core values of dignity, authenticity, hope, justice, passion and balance.
• Actively participates in performance improvement activities and actively participates in advocacy activities that support the agency mission
• Performs other duties on an as-needed basis
• Protects clients’ confidentiality by maintaining compliance with HIPAA and other healthcare related IT security regulations