Call Center Specialist

Bilingual Call Center Agent / Healthcare Call Center Representative

Schedule:

Monday – Friday, 7:45 AM – 5:00 PM

Pay Rate: $18.00 + commission

• Minimum 1 year of Sales or Collections experience (required)
• Minimum 1 year of Call Center experience, specifically outbound calling
• Minimum 1 year of Customer Service experience

The Call Center Agent serves as the primary coordinator for scheduling appointments between clinical staff and patients or health plan members. This role is responsible for managing a high volume of outbound calls to schedule clinical appointments in homes or healthcare facilities. The ideal candidate is experienced in outbound calling, thrives in a fast-paced environment, and demonstrates strong communication skills while keeping patient and member needs at the center of every interaction.

• Conduct high-volume outbound calls to patients and members to schedule clinical appointments
• Coordinate appointment scheduling between clinical staff and patients or facilities
• Manage cancellations, reschedules, and last-minute scheduling conflicts efficiently
• Follow call scripts while confidently overcoming objections and presenting value propositions
• Maintain accurate documentation and updates within CRM and scheduling systems
• Meet or exceed individual performance metrics (KPIs), including call volume and appointment set rates
• Adhere to workforce management (WFM) schedules and performance expectations
• Provide professional, compassionate, and patient-focused customer service
• Collaborate with internal teams to ensure seamless care coordination

• Minimum 1 year of Sales or Collections experience (required)
• Minimum 1 year of Call Center experience, specifically outbound calling
• Minimum 1 year of Customer Service experience
• Strong computer literacy with the ability to navigate multiple systems simultaneously
• Experience with Microsoft Office Suite, Five9, and Salesforce (CRM) preferred
• Understanding of performance metrics (KPIs) and the ability to meet or exceed targets
• Excellent verbal communication and active listening skills
• Comfortable working in a fast-paced, performance-driven environment
• Experience with workforce management (WFM), schedule adherence, and performance management practices
• Proven ability to work with scripts, overcome objections, and effectively communicate value propositions