Bilingual Call Center Agent I

Call Center Agent

Come join our team! We invite you to grow with our dynamic healthcare organization providing medical, dental, and behavioral health services for Chelan and Douglas counties! We offer a progressive and extremely competitive compensation and benefits package.

Job Summary The primary job function of the Call Center Agent is to provide a positive first impression through courteous, efficient, and effective telephone access to all CVCH services. Routes calls, makes patient appointments, enters patient information in electronic records, and provides current and accurate information about all CVCH services.

Call Center: Expected to cover shifts between 6:45am-7:00pm, Monday-Friday and rotating holidays and Saturdays, 8:30am-4:00pm. Schedules will be posted ahead of time for planning purposes.

Essential Functions: These functions are fundamental to the role and must be performed with or without a reasonable accommodation.

1. Answers calls in an efficient, courteous, and prompt manner with the goal of answering every call within 30 seconds or less.
2. Maintains high quality customer service levels.
3. Schedules appointments for patients using scheduling protocols and answering scripts.
4. Enters data in EMR, EDR, and other electronic records in accordance with protocol.
5. Answers questions courteously and efficiently using answer scripts.
6. Contacts patients with reminder calls and reschedules appointments when providers' schedules change.
7. Retains current knowledge of all CVCH Programs.
8. Directs phone calls to proper destination or takes a message as per protocol.
9. Assists with administrative tasks as assigned.

Essential Duties & Responsibilities: These functions are fundamental to the role and must be performed with or without a reasonable accommodation.

1. Performs other duties and tasks as assigned by supervisor
2. Start shift on time and meet attendance standards per the FTE assigned in HRIS system.
3. Follow safety policies and maintain a clean, safe work environment.
4. Demonstrate sound work ethics, flexibility, and cultural sensitivity
5. Uphold CVCH's mission and core values in all interactions.
6. Comply with CVCH policies, Joint Commission standards, and HIPPA regulations.

Non-Essential Functions: These are tasks that are included in the role but are not critical. They may be reassigned or modified without fundamentally changing the job.

• Run ad hoc reports as requested.
• Participate in internal committees or special projects.
• Contribute to internal communications or newsletters.

Qualifications:

Education:

• High School Diploma or equivalent preferred.

Experience:

• Call Center Agent I:
• One year experience in the medical or business/office field or equivalent education and training preferred. Experience with call centers and medical reception preferred.

Language Skills:

• Bilingual English/Spanish Required

Skills & Competencies needed:

• Strong interpersonal and communication skills
• Analytical and problem-solving abilities
• Ability to manage sensitive and confidential information

Work Environment & Physical Demands:

• Typical office environment
• Sit, stand, walk, often
• Reach occasionally
• Kneel or crouch minimally
• May need to lift up to 10 pounds
• Visual acuity for close and distance work

Exposure to Hazards:

• Moderate noise
• Standard administrative working conditions

Blood/Fluid Exposure Risk:

• Category III Tasks involve no greater exposure to blood or body fluids than would be encountered by a visitor.

Age-Specific Competency:

• Not applicable position does not involve patient care.

Telecommuting:

Not eligible for telecommuting.

Equal Opportunity Statement:

• CVCH is an equal opportunity employer and embraces diversity in the workplace. We are committed to providing a respectful, inclusive, and supportive environment for all employees.

Benefits

*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE

Benefit: - Coverage: - Effective:

MedicalPremera (Self Insured)Preferred Provider - Employee covered - $70.00 per monthDependents covered please refer to the benefits Guide 2026 for rates - First of the month following the first date of employment.

DentalWashington Dental - Employee covered 100%Dependents covered 50% - First of the month following the first date of employment.

Paid Leave - 120 hours Year 1136 hours - Year 2Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years. - Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.

Extended Illness Bank (EIB) - Allows for maximum accrual of 200 hours - PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.

Holidays - 88 hours related to: New Year's Day Memorial Day 4thof July Labor Day Thanksgiving Day Day after Thanksgiving Christmas Eve Christmas Day 3 Diversity Days - Holidays are calculated as 8-hour days if full time, as documented in our HR/Payroll system, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee's timecard automatically. If an employee is part-time, holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below: Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE) May 1 August 31: 2 diversity days (16 hours if 1.0 FTE) Sept 1 Dec 31: 1 diversity day (8 hours if 1.0 FTE)Please refer to the Paid Leave policy for additional details.

403(b) Retirement PlanLincoln Financial - 150% CVCH match up to 3% of the employee's contribution - Immediately. Vesting schedule:20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.

Employee Assistance ProgramMutual of Omaha - Free short-term counseling for employee and family - Immediately. Call View phone number on click.appcast.io

Long-term DisabilityMutual of Omaha - Employee Only (variable) - First of the month following the first date of employment.

Benefit: - Coverage: - Effective:

Basic Term LifeMutual of Omaha - Employee Only (1x annual salary, up to $200,000) - First of the month following the first date of employment.

Group Accidental Death and Dismemberment (AD&D)Mutual of Omaha - Employee Only (1x annual salary, up to $200