Call Center Specialist - Bilingual Spanish | LMA

Call Center Specialist - Bilingual Spanish

Welcome to a place where your voice is the guiding light for our patients' healthcare journeys. At Legacy Community Health, we cherish the opportunity to make a meaningful impact on community healthcare, one call at a time. As a Call Center Specialist - Bilingual Spanish, you will be the friendly voice that helps patients navigate their healthcare journey with ease and compassion.

• Be the first point of contact: You'll be the welcoming voice scheduling appointments and providing crucial information to our patients.
• Supportive Environment: Work in a nurturing and collaborative space where your contributions truly make a difference.
• Work-Life Balance: Enjoy a role that offers harmony between professional responsibilities and personal fulfillment.
• Team Growth: Become part of a team that values mentorship, growth, and personal development.
• Mission-Driven: Contribute to Legacy's mission of delivering high-quality healthcare services with empathy and respect.

Key Responsibilities

• Manage inbound and outbound calls in a call-center environment, serving as the voice of Legacy.
• Maintain a positive attitude and demonstrate a commitment to helping others.
• Adhere to scheduled work hours and ensure a pleasant experience for all callers.
• Schedule patient appointments following established protocols and processes.
• Discuss referrals, insurance status, and eligibility to ensure appropriate patient access to care.
• Follow documented processes and keep updated on current developments within your area of expertise.
• Display excellent problem-solving skills and utilize appropriate resources for information.
• Communicate effectively with clinical and other departments to ensure all requirements for patient appointments and treatments are met.
• Identify high-risk or urgent symptoms and relay necessary information to clinical staff.
• Accurately complete required data entry including patient demographics and call logging.
• Perform multiple activities simultaneously, such as speaking on the phone while operating a computer.
• Understand basic healthcare industry terms and comply with HIPAA policies.
• Respond to emails and other non-phone inquiries promptly.
• Apply excellent interpersonal skills to de-escalate situations and interpret subtle verbal indicators of distress or hesitance.
• Perform other duties as assigned.

Minimum Qualifications

High school graduate or equivalent required. 1-2 years customer service experience highly preferred. Clinical office support experience highly preferred. Customer service oriented. Pleasant, professional, and articulate phone voice. Ability to handle multiple incoming callers/patients, tasks and responsibilities. Strong verbal and written grammar skills. Accurate keyboard typing, data-entry, and mouse navigation skills. Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites. Basic knowledge such as math, alphabetical or numerical filing may also be required. Patient scheduling experience. Attends to workstation on time, ready to work, with minimal absenteeism. Knowledge of medical terminology and/or insurance terminology preferred. Bilingual English/Spanish strongly preferred with the ability to read, write, interpret and disseminate information in both languages.

About Legacy Community Health

As the largest Federally Qualified Health Center (FQHC) in Southeast Texas, Legacy Community Health has been delivering comprehensive, high-quality, and affordable health care for nearly 40 years. With more than 50 clinics across the Greater Houston and Gulf Coast region, we continue to grow strategically and invest in our communities. By innovating how care is delivered, we've stayed at the forefront of connecting our communities to healthevery day, in every way. At Legacy, we know our success is powered by our people. We're always looking for talented, passionate individuals who want more than a jobthey want a meaningful career that makes a real impact. Explore our open positions and see if a career at Legacy is right for you.

At Legacy Community Health, our missionDriving healthy change in our communitiesguides everything we do. To fulfill this mission, every team member is expected to embody the following core attributes in their daily work, regardless of role or department:

Approachable & Collaborative

We bring our expertise without ego. In a collaborative healthcare environment, humility fosters trust and teamwork. Our employees value diverse perspectives, seek input from others, and are unafraid to acknowledge when they need help. We stay grounded in our purpose: to serve patients and communities with compassion and humility.

Driven & Committed

We are driven by a deep commitment to excellence in patient care and organizational improvement. Our employees take initiative, embrace challenges, and go the extra mile to support our mission. Whether improving patient outcomes, streamlining processes, or stepping up in times of need, we are always striving to drive healthy changewithin ourselves, our teams, and the communities we serve.

Perceptive & Thoughtful Communicators

We value emotional intelligence as much as clinical or technical skill. Our team members demonstrate sound judgment, cultural sensitivity, and the ability to navigate complex situations with empathy and professionalism. They communicate clearly and respectfully with patients, families, and colleagues, building trust and fostering a safe, inclusive environment for all.