Call Center Agent

Job Description

Job Description

Bilingual Call Center Agent / Healthcare Call Center Representative

Schedule: Monday- Friday 8:00 am-5:00 pm

Pay Rate: $18.00

MUST HAVE:

• Minimum 1 year of Sales or Collections experience (required)
• Minimum 1 year of Call Center experience, specifically outbound calling
• Minimum 1 year of Customer Service experience
  Position Summary
  The Call Center Agent serves as the primary coordinator for scheduling appointments between clinical staff and patients or health plan members. This role is responsible for managing a high volume of outbound calls to schedule clinical appointments in homes or healthcare facilities. The ideal candidate is experienced in outbound calling, thrives in a fast-paced environment, and demonstrates strong communication skills while keeping patient and member needs at the center of every interaction.
  Key Responsibilities
  Conduct high-volume outbound calls to patients and members to schedule clinical appointments
  Coordinate appointment scheduling between clinical staff and patients or facilities
  Manage cancellations, reschedules, and last-minute scheduling conflicts efficiently
  Follow call scripts while confidently overcoming objections and presenting value propositions
  Maintain accurate documentation and updates within CRM and scheduling systems
  Meet or exceed individual performance metrics (KPIs), including call volume and appointment set rates
  Adhere to workforce management (WFM) schedules and performance expectations
  Provide professional, compassionate, and patient-focused customer service
  Collaborate with internal teams to ensure seamless care coordination
  Required Qualifications
  Minimum 1 year of Sales or Collections experience (required)
  Minimum 1 year of Call Center experience, specifically outbound calling
  Minimum 1 year of Customer Service experience
  Strong computer literacy with the ability to navigate multiple systems simultaneously
  Experience with Microsoft Office Suite, Five9, and Salesforce (CRM) preferred
  Understanding of performance metrics (KPIs) and the ability to meet or exceed targets
  Excellent verbal communication and active listening skills
  Comfortable working in a fast-paced, performance-driven environment
  Experience with workforce management (WFM), schedule adherence, and performance management practices
  Proven ability to work with scripts, overcome objections, and effectively communicate value propositions

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