Call Center Agent

Healthcare Call Center Agent

Los Angeles, CA | Mental Health & Primary Care Services | $25.00 per Hour

Kedren Community Health Center, Inc. is seeking a customer-focused and compassionate Healthcare Call Center Agent to support our Mental Health and Primary Care programs. This role serves as a vital link between patients, providers, and healthcare teams by delivering exceptional customer service, coordinating appointments, maintaining accurate records, and ensuring timely communication across our healthcare system.

The ideal candidate will possess strong communication skills, healthcare customer service experience, and the ability to multitask in a fast-paced environment while maintaining professionalism and patient confidentiality.

Key Responsibilities:

• Answer incoming calls from patients, healthcare providers, and external stakeholders in a professional and courteous manner.
• Respond to patient inquiries, concerns, and requests while providing excellent customer service.
• Schedule, reschedule, and coordinate patient appointments with healthcare providers and clinics.
• Provide patients with general information regarding healthcare services, programs, and procedures.
• Accurately enter, update, and maintain patient information within electronic medical record (EMR) systems.
• Document patient interactions, appointment details, and relevant information in accordance with organizational standards.
• Conduct outbound calls for appointment reminders, patient outreach, follow-up activities, and satisfaction surveys.
• Assist in resolving patient concerns and complaints by identifying issues and facilitating appropriate solutions.
• Escalate complex concerns to supervisors or healthcare staff when necessary.
• Maintain compliance with HIPAA regulations and organizational privacy and confidentiality requirements.
• Support continuity of care by facilitating clear and accurate communication between patients and healthcare teams.

Qualifications:

• High school diploma or equivalent required.
• Minimum of one (1) year of call center, healthcare customer service, medical office, or patient access experience preferred.
• Experience working in a healthcare, behavioral health, community health, or medical office setting preferred.
• Familiarity with electronic medical records (EMR) systems and healthcare scheduling platforms preferred.
• Knowledge of HIPAA regulations and patient confidentiality requirements.
• Basic understanding of medical terminology and healthcare services.
• Strong computer and data entry skills.
• Bilingual skills are a plus.

Preferred Skills:

• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional and empathetic approach.
• Ability to remain calm and courteous while handling challenging situations.
• Effective problem-solving and conflict-resolution skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• Proficiency with call center software, EMR systems, and Microsoft Office applications.
• Ability to work collaboratively as part of a multidisciplinary healthcare team.

Why Join Kedren?

Join a dedicated organization committed to improving the health and well-being of our community. As a Healthcare Call Center Agent, you will play an important role in helping patients access the care and services they need while supporting a mission-driven team focused on delivering compassionate, high-quality healthcare.