Call Center Representative

Must be fully Bilingual in English and Spanish. Must have 1 to 2 years of Call Center Representative experience in a fast-paced office, preferably in medical or community mental health office. High School Diploma or equivalent is required. Must be proficient in MS Office (Outlook, Word, and Excel). Must have the ability to learn new software. Possesses the personality and demeanor to work with difficult clients. Must be detail-oriented and have the ability to multi-task. Must be a team player and thrive under pressure in an outpatient client environment.

Answer all inbound calls with professionalism and customer service framework communication. Follow up with all inbound calls by finding a resolution, documenting/relaying messages, and/or handling soft transfers as needed. Assist with appointment scheduling related calls, follow up on missed appointments and confirmation calls. Triage all calls & callers to determine if it is a request/inquiry, complaint or grievance. Identify and escalate emergency distress and/or client safety concerns calls. Document and complete Call Center Form for data call logs. Fulfill surveys/reports issued by Call Center Supervisor as needed. Complete Call Center task assignments provided by management team. Maintain consistency with achieving daily/weekly phone operations and performance metrics and goals. Maintain confidentiality and always comply with HIPAA regulations.