Bilingual Call Center Agent

Job Description

Job Description

Whatley Health Services, Inc.
Job Description

Job Posting Title
Bilingual Call Center Agent

Job Description
About the Role:

As a Bilingual Call Center Agent at Maude L. Whatley Health Center, you will play an essential role in ensuring effective communication between the health center and our diverse patient population. You will be responsible for answering incoming calls, scheduling appointments, routing calls appropriately, and providing exceptional customer service in both English and Spanish. Your ability to communicate clearly and professionally will support the delivery of high-quality, patient-centered care.

Minimum Qualifications:

• Fluency in English and Spanish (verbal and written)

• High school diploma or equivalent

• Ability to type 30–40 words per minute

• Proficiency with basic computer functions

• Excellent communication, interpersonal, and telephone etiquette skills

• Strong attention to detail, organizational skills, and the ability to multi-task

• Knowledge of medical terminology

• Ability to interact professionally with individuals from diverse backgrounds

Preferred Qualifications:

• Previous experience in a healthcare or customer service call center

• Familiarity with electronic health record (EHR) systems

• Knowledge of appointment scheduling procedures and office practices

Responsibilities:

• Answer incoming telephone calls promptly and professionally

• Screen and route calls appropriately based on the nature of the inquiry

• Schedule, reschedule, and cancel patient appointments in accordance with clinic guidelines

• Notify patients of appointment changes due to internal scheduling updates

• Document messages accurately and ensure timely follow-up

• Maintain confidentiality of patient information in compliance with HIPAA standards

• Exhibit patience, professionalism, and cultural sensitivity in all interactions

• Collaborate with interdisciplinary care teams to ensure seamless communication and service

• Perform additional duties as assigned by the supervisor

As a Bilingual Call Center Agent, your ability to communicate clearly in both English and Spanish will help bridge gaps in patient communication and improve access to care. You will use your multitasking and organizational skills to manage a high volume of calls while remaining calm and courteous under pressure. Your role will be key to enhancing the overall patient experience and supporting operational efficiency.

Include shift schedule
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Include budgeted hours
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