Call Center Representative

Job Summary:

The Call Center Representative is responsible for providing excellent customer service by answering and routing incoming calls, scheduling patient appointments, and supporting patients with general inquiries. The role requires effective communication, strong organizational skills, attention to detail, and the ability to work collaboratively in a high-volume, fast-paced environment. This position plays a key role in supporting CHA’s mission to deliver accessible, high-quality health care services to the community.

Knowledge, Skills, and Abilities (KSA):

· Knowledge of medical and dental clinic operations.

· General understanding of office practices and procedures.

· Bilingual fluency in English and Spanish (preferred).

· Experience with EMR/EPM systems and patient scheduling software.

· Proficiency with Microsoft Office Suite and other standard office software.

· Competence in operating phones, fax machines, copiers, and postage scales.

· High attention to detail and accuracy in data entry and documentation.

· Ability to maintain confidentiality of medical and financial information.

· Mathematical literacy for billing and scheduling tasks.

· Strong critical thinking and problem-solving skills.

· Sound judgment and decision-making abilities.

· Effective collaboration and team engagement skills.

· Courteous, clear, and professional communication.

· Ability to calmly manage difficult or distressed callers.

· Cultural competency in serving diverse populations.

· Excellent listening and verbal clarity for phone conversations.

· Visual ability for screen reading and document review.

· Physical capacity to lift up to 20 pounds as needed.

· Willingness to accept accommodations for physical limitations as applicable.

Education and Experience:

• High school diploma or GED required.
• Completion of a certificate program or some college preferred.
• At least one year of experience in a call center, medical office, or customer service environment.
• Bilingual (English/Spanish) preferred but not required.
• Familiarity with healthcare environments and terminology strongly preferred.