Call Center Representative

Call Center Representative – Arabic Fluency Full‑time position based in downtown Lowell, Massachusetts at Lowell Community Health Center. About the Organization Over 400 employees in a diverse, community-based health care organization. Recognized as a national model for quality and cultural competency, serving nearly 50,000 patients each year. Provides primary care, OB‑GYN, behavioral health, pharmacy services and more in a state‑of‑the‑art facility. More than 90% of patients are low income, and 46% are best served in a language other than English. Summary Primary contact for patients scheduling, canceling, or confirming appointments and for general inquiries. Requires professional telephone etiquette, flexibility for evenings and weekends, and collaboration across all clinical departments. ESSENTIAL DUTIES AND RESPONSIBILITIES Answer calls in a professional and courteous manner, responding to patient requests. Schedule, cancel, and confirm appointments for follow‑ups, physicals, sick visits, and provider or clinician visits. Transfer calls to the appropriate department or staff member. Investigate and resolve caller issues using the computer system and by involving the Central Scheduling/Call Center Supervisor when necessary. Make welcome calls and document interactions in the tracking database. Orient patients about services, departments, and providers. Apply effective telephone communication skills, listening and questioning techniques, and appropriate etiquette. Demonstrate time flexibility to accommodate shift requirements. SUPERVISORY RESPONSIBILITIES None. QUALIFICATIONS AND EXPERIENCE High school diploma or equivalent required. Minimum two years of customer service experience, preferably in a medical or related environment. Strong customer service and communication skills. Ability to work effectively in a high‑call‑volume environment. Proficiency in computer use and the ability to access resources for responding to inquiries. Experience handling inquiries about enrollment, eligibility, ID cards, clinic changes, demographics, and benefit coverage. All information provided during the application process will remain confidential in accordance with EEO guidelines. #J-18808-Ljbffr