Contact Center Agent

La Clínica del Pueblo

Job Description

Job Title: Contact Center Agent

Department: Patient Services

Supervisor: Health Center Manager

Location: On-Site Hyattsville, MD

Classification: Non-Exempt

Synopsis: The Call Center Agent serves as the first point of contact for patients and plays a critical role in delivering an exceptional patient experience across all communication channels, including phone, patient portal, text, chat, and other digital platforms. This role supports the FQHC mission by ensuring timely access to care, resolving patient inquiries efficiently, and promoting patient-centered, equitable, and culturally responsive service.


The Contact Center Agent utilizes EHR systems, contact center technologies, AI-enabled tools, knowledge bases, and digital communication platforms.


This role is accountable for meeting productivity, quality, and patient satisfaction KPIs.


Qualifications

• High school diploma or GED required; Associate degree preferred.
• Minimum 2 years of customer service and/or call center experience.
• Healthcare experience required; FQHC experience preferred.
• Insurance enrollment knowledge highly desirable.
• Previous healthcare or patient-facing experience.
• Basic knowledge of EHR systems.
• Understanding of insurance and HIPAA regulations.
• Strong communication and customer service skills.
• Language: Bilingual proficiency in English and Spanish required with ability to communicate professionally in both languages.

Core Skills:

• Customer-focused and empathetic
• Able to handle high call volumes in a fast-paced environment
• Detail-oriented and organized
• Strong problem-solving skills
• Team-oriented with a patient-first mindset

• Ability to navigate multiple systems.

Duties and Responsibilities:

1. Patient Communication:

a. Manage inbound calls, chats, texts, and portal messages across channels. Educate patients on digital tools such as patient portal and telehealth.

b. Assist patients with scheduling, rescheduling, and canceling appointments according to established protocols.

c. Provide general information about services, locations, hours of operation, and provider availability.

2. Appointment Scheduling & Coordination:

a. Use the electronic health record (EHR) system to verify patient information, update records, and schedule appointments accurately.

b. Confirm that patients are aware of any necessary documents, insurance details, or preparations needed for their visits.

c. Coordinate with health center teams to ensure patient needs are met and follow-up appointments are arranged as necessary.

d. Schedule appointments while optimizing access and coordinating care.


3. Patient Assistance & Navigation:

a. Assist patients with insurance verification, understanding co-pays, and eligibility requirements, directing them to additional resources or enrollment specialists as needed.

b. Address basic patient inquiries and connect patients with appropriate departments for further assistance on clinical or billing issues.

c. Offer language support or refer patients to interpreters when language barriers exist.

4. Call Documentation & Data Entry:

a. Document call details accurately and promptly in the EHR system, including patient concerns, scheduled appointments, and any follow-up actions.

b. Maintain up-to-date patient records, ensuring data integrity and compliance with FQHC guidelines and HIPAA regulations.

5. Collaboration & Support:

a. Work collaboratively with other call center agents and health center staff to manage call volumes and meet performance goals.

b. Participate in regular team meetings and training sessions to stay current on FQHC procedures, protocols, and patient care practices.

c. Provide input on workflow improvements and contribute to a positive, patient-centered environment.

Physical Requirements:

• This position is primarily sedentary and requires long periods of sitting and telephone/computer work.
• May require evening or weekend shifts depending on the health center's operational hours.

Equal Opportunity Employer. We affirm all identities at La Clínica and expect all employees to welcome and work with colleagues and clients, regardless of sexual orientation, gender identity, race/ ethnicity, country of origin, language, other ability, age, religion, or other identity.