Customer Service Representative - Call Center (Bilingual)

The Customer Service Representative in the Call Center serves as the primary point of contact for patients at clinics, welcoming them into the system and ensuring a positive experience.
Responsibilities include scheduling, rescheduling, and canceling appointments for all patients and families seeking healthcare services using the practice management system.
Respond to general questions, transfer callers when appropriate, and make appointment reminder calls, following up when automated reminders fail.
Proficiently look up patient accounts and encounters using fields such as name, birth date, and account number; schedule by service line and provider per established protocols.
Maintain professional appearance and punctuality, meet department metrics, and adhere to safety and quality improvement programs.
Fluent bilingual English/Spanish required; the role operates Monday through Friday with standard daytime hours in a fast-paced healthcare environment.