Call Center Agent - (Bilingual Spanish) - The Dimock Center

Call Center Agent- Health Center (Bilingual English and Spanish)

You are a caring, hard-working individual who thrives in a team environment and is committed to excellence. You are fluent in Spanish and English, and have experience in a medical or office setting and are comfortable interacting with patients, as well as managing administrative responsibilities.

The Dimock Center is a federally qualified community health center that heals and uplifts individuals, families and communities. Our vision is to redefine the model of a healthy community by creating equitable access to comprehensive health care and education. We promote a culture of respect, excellence, equal opportunity, and commitment to our employees and the communities we serve.

Our Health Center offers a range of primary and specialty health care for adults and children. We provide specialized clinics, Eye Care, Dental, Pediatrics, and OB/GYN.

POSITION SUMMARY: The Dimock Call Center Care Agent works full time in call center service, working on a team to provide excellent service to our patients and other community members reaching us by phone. The Call Center Care Agent will answer incoming calls in English and Spanish, schedule appointments, answer inquiries and questions, handle complaints or concerns, troubleshoot problems, and provide information. As the first point of contact for many patients, this role is essential to creating an outstanding patient experience and increasing retention.

Hours:

Monday thru Friday 8-4p or 9-5p

Essential Functions

• Receive inbound and make outbound calls (in both English and Spanish) with patients and community members to identify their needs, schedule appointments, and/or route calls to appropriate resources, as assigned by Lead Call Center Representative.
• Develop lasting relationships with other call center staff as a member of a team built on open communication, trust, and reliability. Spending time in the clinic will help foster this relationship.
• Demonstrate consistent, enthusiastic teamwork, moving between assignments as directed by the needs of the health center.
• Willing to serve as front desk staff for all clinical departments (except Pharmacy) as assigned by Manager of Operations. On an as needed basis for coverage needs.
• Crossed trained to cover all department needs within 3 months of hire.
• Utilize software, databases, scripts, and tools appropriately to follow set communication guidelines and established workflows in addressing caller needs.
• Manage and resolve patient and family concerns.
• Raise issues and make recommendations to management to improve processes and patient experience.
• Perform other duties as assigned by Director of Operations, Manager of Operations and Team lead.

Competencies

• High school diploma or equivalent.
• Must have one year of customer service experience, preferable within a healthcare and/or call center setting.
• Demonstrated customer service, communication, and problem-solving skills required.
• Must be able to speak English and Spanish
• Ability to follow oral and written instructions required.
• Must be able to use complex technology systems, phones, EMR, outlook and multi-task between different systems.
• Must be able to maintain a high level of confidentiality and discretion in all interactions that involve Protected Health Information, in accordance with the Health Information Portability and Accountability Act (HIPAA).
• May also be asked to cross cover at front office when needed.
• Must be willing to sit most of the day, while using a computer and headset.
• Must have a willingness to work flexible hours to meet the organization's needs/demands.
• Must have excellent communication skills, particularly with people from diverse cultures, with the ability to understand the community, population, and patients we serve.
• Must have experience in diverse cultures, with strong commitment to promoting Diversity, Equity, and Inclusion and reducing inequities.
• Must believe in the work we do at The Dimock Center, with a strong passion to serve underserved populations in diverse settings.

Required Education and Experience

1. Required – High School Diploma or G.E.D (an Associate Degree is preferred).
2. At least 2-3 years demonstrated experience in an ambulatory environment.

Other Duties
Note this job description is not designed to cover a comprehensive listing of duties that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

Job Types: Full-time

Pay: $21.00 - $23.00 per hour

EEO Statement

The Dimock Center values diversity and its committed to equal employment opportunity regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.