Call Center Specialist- Behavioral Health-Bilingual Spanish/English

Call Center Specialist- Behavioral Health-Bilingual Spanish/English (Job Overview)

Are you ready to be the warm, welcoming voice that guides our patients through their healthcare journeys? At Legacy Community Health, we're more than just a healthcare providerwe're a family dedicated to making a meaningful difference in the communities we serve. As a Bilingual Call Center Specialist, you'll play a pivotal role in ensuring our patients feel seen, heard, and cared for from the very first interaction.

• Be the first point of contact: You'll be the friendly voice that schedules appointments, answers questions, and provides vital information to our patients.
• Supportive environment: Join a collaborative and nurturing team where your contributions truly matter.
• Work-life balance: Enjoy a role that values your personal and professional well-being, giving you the space to thrive in both areas.
• Team growth: Take advantage of mentorship and development opportunities designed to help you grow in your career.
• Mission-driven work: Contribute to Legacy's mission of delivering outstanding healthcare services with compassion and respect.

Key Responsibilities

• Serve as the welcoming first point of contact by managing inbound and outbound calls in a call-center environment.
• Maintain a positive and compassionate attitude while assisting patients with their needs.
• Adhere to scheduled work hours and ensure a seamless and pleasant experience for all callers.
• Schedule patient appointments following established protocols and procedures.
• Discuss referrals, insurance status, and eligibility to ensure patients have access to appropriate care.
• Stay updated on processes and developments within your area of expertise to provide accurate information.
• Use excellent problem-solving skills and available resources to address patient inquiries effectively.
• Collaborate with clinical and other departments to ensure all requirements for appointments and treatments are met.
• Identify high-risk or urgent symptoms and relay necessary information promptly to clinical staff.
• Accurately enter patient demographics and log call details into the system.
• Multitask effectively, such as speaking on the phone while operating a computer.
• Understand and apply basic healthcare terminology while maintaining compliance with HIPAA policies.
• Respond to emails and other non-phone inquiries in a timely manner.
• Apply interpersonal skills to de-escalate situations and address subtle indicators of patient distress.
• Perform other related duties as assigned to support the team and organization.

Minimum Qualifications

• High school graduate or equivalent required.
• 1-2 years customer service experience highly preferred.
• Clinical office support experience highly preferred.
• Customer service oriented.
• Pleasant, professional, and articulate phone voice.
• Ability to handle multiple incoming callers/patients, tasks and responsibilities.
• Strong verbal and written grammar skills.
• Accurate keyboard typing, data-entry, and mouse navigation skills.
• Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites.
• Basic knowledge such as math, alphabetical or numerical filing may also be required.
• Patient scheduling experience.
• Attends to workstation on time, ready to work, with minimal absenteeism.
• Knowledge of medical terminology and/or insurance terminology preferred.
• Bilingual English/Spanish strongly preferred with the ability to read, write, interpret and disseminate information in both languages.

About Legacy Community Health

As the largest Federally Qualified Health Center (FQHC) in Southeast Texas, Legacy Community Health has been delivering comprehensive, high-quality, and affordable health care for nearly 40 years. With more than 50 clinics across the Greater Houston and Gulf Coast region, we continue to grow strategically and invest in our communities. By innovating how care is delivered, we've stayed at the forefront of connecting our communities to healthevery day, in every way. At Legacy, we know our success is powered by our people. We're always looking for talented, passionate individuals who want more than a jobthey want a meaningful career that makes a real impact. Explore our open positions and see if a career at Legacy is right for you.

At Legacy Community Health, our missionDriving healthy change in our communitiesguides everything we do. To fulfill this mission, every team member is expected to embody the following core attributes in their daily work, regardless of role or department:

Approachable & Collaborative

We bring our expertise without ego. In a collaborative healthcare environment, humility fosters trust and teamwork. Our employees value diverse perspectives, seek input from others, and are unafraid to acknowledge when they need help. We stay grounded in our purpose: to serve patients and communities with compassion and humility.

Driven & Committed

We are driven by a deep commitment to excellence in patient care and organizational improvement. Our employees take initiative, embrace challenges, and go the extra mile to support our mission. Whether improving patient outcomes, streamlining processes, or stepping up in times of need, we are always striving to drive healthy changewithin ourselves, our teams, and the communities we serve.

Perceptive & Thoughtful Communicators

We value emotional intelligence as much as clinical or technical skill. Our team members demonstrate sound judgment, cultural sensitivity, and the ability to navigate complex situations with empathy and professionalism. They communicate clearly and respectfully with patients, families, and colleagues, building trust and fostering a safe, inclusive environment for all.