What are the responsibilities and job description for the Bilingual Hotline Scheduler (English Bilingual) position at AWC MSO?
Position: Hotline Scheduler (English Bilingual)
Location: Jacksonville, Florida
Reports to: Call Center Manager
Status: Full-time/Part-time, Hourly
A Woman’s Choice is seeking an experienced call center representative to be our Choice Bilingual Hotline Scheduler. As the first voice of A Woman’s Choice, the successful candidate will be a friendly problem-solver who has high-quality interactions with patients. The scheduler will answer the questions and concerns of callers and will provide each caller with an outstanding call experience. We rely on you to listen to our callers with compassion and kindness. We are a woman-owned and operated community-based abortion care provider. AWC provides quality, compassionate abortion care services. Here, we honor the hopes and dreams of our patients.
Summary of Key Responsibilities includes supporting all callers, scheduling appointments, and providing solutions to their needs.
- Answer the phone within 2 rings.
- Actively listen and use your skills, compassion, and AWC knowledge to best meet their needs.
- Ensure appointments are made in a timely manner.
- Have excellent communication skills and maintain the highest standards of quality.
- Demonstrate a solid sense of responsibility and reliability.
- Commit to privacy and data security.
- Work rotating shifts.
- Adhere to AWC standards of punctuality and excellent attendance.
- A commitment to personal improvement.
Summary of Skills:
- Monitor and promote AWC’s vision and core values.
- Ability to engage professionally and courteously.
- Demonstrated flexibility in handling multiple tasks and working in different areas.
- Ability to prioritize and perform tasks under pressure, take direction, and follow instructions.
- Verbal and written skills, the ability to document verbal communication in a legible, accurate, and objective manner. Comfortable speaking calmly and kindly to people of diverse backgrounds and needs.
- Interpersonal skills, the ability to initiate and conduct two-way communication in a clear concise manner.
- Enhance health care practice by accepting ownership for accomplishing new and different requests.
- Possess a strong commitment to A Woman's Choice values.
Required Education, Experience, Knowledge, Skills, and Ability:
- Passionately pro-choice
- 6-month customer service or call center experience
- Troubleshooting ability
- Minimum of a high school diploma or GED
- Average typing skills: 25 WPM
- Great phone voice
- Strong communication skills
- Logical, analytical thinking, and problem-solving skills
- Detail-oriented
- Good with record-keeping & follow-through
- English and Spanish speaking is required
Benefits:
At 90-day eligibility period: Health, Dental, & Vision Insurance, and 401k
About the Clinic:
At A Woman’s Choice, we offer safe, effective, and affordable abortion care options from medication abortion and procedural abortions. Our clinics offer comprehensive reproductive health services including miscarriage management care, pregnancy testing, ultrasound testing, emergency contraception, birth control, and HIV/STI testing. We are licensed by state and federal agencies and certified by the abortion standard organization, National Abortion Federation.
AWC Core Values:
- Welcoming
- Compassionate
- Respectful
- Professional
- Non-judgmental support
- Dignity
- Empowerment
- High-quality care
