Bilingual Call Center Representative - Healthcare

We are seeking a Bilingual Call Center Representative to serve as the primary non-clinical point of contact for families receiving services. In this role, you will support families throughout the client journey, from intake and onboarding through the start and continuation of services. You will coordinate with administrative and clinical teams, address family concerns, follow up on service barriers, and help ensure authorized services are being delivered consistently.

The ideal candidate has experience in healthcare, medical customer service, behavioral health, insurance, patient coordination, case management, or medical call center environments, along with strong communication, organization, documentation, and follow-through skills.

Key Responsibilities

Family Engagement & Client Onboarding

• Serve as the primary administrative contact for assigned families.
• Guide new clients through intake, assessment, authorization, staffing, and the start of services.
• Conduct scheduled and as-needed follow-ups by phone, text, and email.
• Conduct one-month follow-up calls with new families.
• Coordinate periodic parent surveys and additional outreach as needed.
• Provide clear, professional, non-clinical service updates in coordination with supervisors and parent coaches.

Client Concerns & Service Coordination

• Receive and address routine family concerns with empathy, professionalism, and urgency.
• Support families with scheduling barriers, service interruptions, staff changes, and insurance changes.
• Clearly explain established procedures and next steps.
• Escalate clinical, safety, environmental, or policy-related concerns to the appropriate leader.
• Document concerns, actions taken, responsible parties, next steps, and resolution timelines.

Scheduling & Cross-Functional Coordination

• Coordinate with therapists, parent coaches, supervisors, Scheduling, HR, Client Success, and billing/authorization teams.
• Monitor staff and family cancellations and ensure timely rescheduling.
• Review client records and parent coaching documentation for operational follow-up needs.
• Maintain clear and accurate handoffs between departments.

Utilization, Documentation & Accountability

• Track worked hours against authorized hours on a weekly basis.
• Identify potential underutilization risks and coordinate appropriate follow-up.
• Monitor cancellation and rescheduling trends.
• Maintain accurate and timely documentation of family interactions and action items.
• Provide concise status updates, risks, and unresolved issues to the Administrative Director.

Required Qualifications

• Professional fluency in both English and Spanish, including phone-based communication.
• Experience in healthcare, behavioral health, mental health, insurance, social services, patient care, or a related client-care environment.
• Administrative experience managing client records, scheduling, follow-ups, documentation, and multiple active cases or accounts.
• Experience handling sensitive client or family concerns and complaints professionally.
• Strong verbal and written communication skills.
• Excellent attention to detail, organization, prioritization, and follow-through.
• Ability to work independently while following established procedures.
• Good judgment and ability to identify when an issue should be escalated.
• Comfortable working with EHRs, CRM platforms, scheduling systems, shared trackers, email, and team communication tools.
• Reliable availability for the full schedule listed above.