Spanish-English Call Center Representative

Position Summary

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.

Education
:

• High School Diploma or equivalency

Certifications & Licenses:

• None

Experience:

• 1-3 years of customer service or clinical/professional experience preferred.

Skills:

• 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.

• 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.
• Must be able and comfortable working in a variety of settings including, but not limited to clinical environments and office spaces.
• Must be able to work nights and weekends as departmental needs arise.

• None

• Communication: Demonstrates strong verbal, written, and digital communication skills; able to clearly explain complex information.
• Judgment & Decision-Making: Provides thoughtful input into operational and program decisions.
• Accountability & Self-Management: Works independently and efficiently, managing multiple responsibilities with minimal supervision.
• Teamwork &
  
  Collaboration:
  
  Builds effective working relationships across teams, departments, and the community.
• Problem-Solving & Initiative: Applies critical thinking and initiative to resolve issues and improve service delivery.

• Delivers high-quality customer service with professionalism and cultural sensitivity.
• Actively listens and communicates clearly across diverse populations.
• Maintains confidentiality and handles sensitive information with discretion.
• Applies knowledge of clinical and administrative standards and institutional policies.
• Manages time effectively, prioritizing tasks and meeting deadlines.
• Demonstrates community awareness and understanding of the population served.
• Projects a professional image and provides leadership when delegating or guiding team efforts.

• Prolonged Sitting:
  Extended periods of sitting at a desk or workstation may lead to discomfort or strain in the lower back, legs, and neck.
• Repetitive Hand Movements:
  Frequent typing and mouse use can contribute to repetitive strain injuries (RSI), such as carpal tunnel syndrome, particularly without ergonomic support.
• Voice Strain:
  Continuous phone conversations may strain the vocal cords, resulting in hoarseness, sore throat, or vocal fatigue without proper vocal care.
• Eye Strain:
  Prolonged screen exposure can cause eye discomfort or computer vision syndrome (CVS), including dryness, blurred vision, and headaches.
• Hearing Fatigue:
  Extended use of headsets and constant listening can lead to ear fatigue or discomfort, especially with poor audio quality or improper headset fit.
• Occasional Standing or Movement:
  Some duties may require standing or moving between workstations for meetings, training, or collaboration.
• Stress-Related Physical Effects:
  Mental and emotional stress may lead to physical symptoms such as headaches, fatigue, and muscle tension, especially in the neck and shoulders.

• None

As part of Kinston Community Health Center’s commitment to ethical practices and regulatory compliance, all employees are expected to:

• Act in accordance with the KCHC Employee Handbook, policies and procedures, and all applicable federal and state laws.
• Promptly report any known or suspected violations of compliance standards.

These responsibilities are essential to maintaining a culture of integrity and accountability across the organization.