Bilingual Call Center Agent

Covenant Community Care, a faith-based charitable non-profit Community Health Center serving the people of Metro Detroit has an immediate opportunity for a full-time bi-lingual (Spanish speaking) Call Center Agent to work at our Administrative Office in southwest Detroit. As a Federally Qualified Health Center (FQHC), we offer integrated medical, dental, and counseling health care services to everyone, regardless of their ability to pay.

JOB DESCRIPTION:

The Call Center Agent provides professional friendly service to Covenant patients, operating the computerized telephone business systems equipment, to schedule patient appointments as well as relay incoming calls to appropriate health care professionals based on urgency and nature of patient needs. Applicants Must speak Spanish fluently to be considered.

Responsibilities:

• Handle both incoming and outgoing calls as directed by the Supervisor.
• Using the computerized telephone system, greet callers, provide information, monitor calls in the queue, and swiftly yet courteously meet the needs of the caller.
• Assess patient needs and forward calls to the Clinic Nurse or other health care provider when appropriate.
• Route emergency calls appropriately.
• Relay or route written or verbal messages.
• Call patients to accurately relay health care information.
• Ability to recognize potential emergency situations and take appropriate actions as needed.
• Provide other administrative tasks as time permits.
  
  
  

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each of the above responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or work style required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2 years prior experience working in a customer service position
• Prior experience working in a high volume call center preferred
• Prior experience working in a health center preferred
• Fluent in Spanish
  
  
  

Position Criteria:

• Teamwork-- Must be able to work independently and collaboratively within a team environment
• Problem Sensitivity-- The ability to tell when something is wrong or is likely to go wrong and identify optimal solutions. Excellent problem solving skills
• Active Listening-- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service Orientation -- Actively looking for ways to help people.
• Speaking-- Talking to others to convey information effectively. Able to communicate and interact with co-workers.
• Time Management-- Managing one's own time and the time of others. Ability to multi-task and meet deadlines
• Required Language: English; Spanish
  
  
  

Job Type: Full-time

Benefits we offer our employees:

• Comprehensive Benefit program
• Vacation, Sick, and Personal time (VSP)
• Paid holidays
• 401K
• Life insurance, long term and short term disability
  
  
  

Candidates must successfully complete an office skills assessment, a criminal background check, and TB test as part of the hiring process.