Call Center Representative - Bilingual Spanish

Call Center Representative For ENT

The Call Center Representative for ENT provides high-quality customer service and appointment support for patients seeking care in Otolaryngology. This role is responsible for handling inbound and outbound calls, scheduling appointments, verifying patient information, and ensuring a smooth patient experience while maintaining confidentiality and professionalism.

Key Responsibilities:

• Answer incoming calls and assist patients with scheduling ENT appointments
• Make outbound calls for appointment confirmations, follow-ups, and reminders
• Collect and verify patient demographic and insurance information
• Route calls appropriately to clinical staff when needed
• Document all patient interactions accurately in the EMR system
• Provide basic information regarding services, providers, and office policies
• Maintain professionalism and empathy in all patient interactions
• Ensure compliance with HIPAA and organizational policies

Qualifications:

• High school diploma or equivalent required
• Previous call center or medical office experience preferred
• Knowledge of medical terminology (ENT experience a plus)
• Strong communication and customer service skills
• Ability to multitask and work in a fast-paced environment
• Experience with EMR systems preferred

Preferred Skills (ENT-specific):

• Familiarity with ENT procedures and terminology (e.g., audiology, sinus, allergy, hearing tests)
• Experience scheduling specialty care appointments

AAP/EEO Statement In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on qualifications and job-related abilities. We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, ancestry, sexual orientation, marital status, gender identity or any other characteristic protected by law. We will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in undue hardship.