Contact Center Agent

La Clínica del Pueblo

Job Description

Job Title: Contact Center Agent

Department: Patient Services

Supervisor: Health Center Manager

Location: On-Site Hyattsville, MD

Classification: Non-Exempt

Synopsis: The Call Center Agent serves as the first point of contact for patients and is responsible for delivering excellent customer service, facilitating appointment scheduling, assisting with patient inquiries, and ensuring that patients are connected with appropriate resources within the health center. This role supports the FQHC’s mission of providing accessible, patient-centered care by addressing patient needs efficiently and professionally.

Qualifications: Required Education and Experience:

• High school diploma or equivalent required; additional education or certifications in healthcare or customer service preferred.
• At least 1 year of experience in a call center, customer service, or healthcare setting, preferably within an FQHC or similar environment.
• Strong communication skills with the ability to interact professionally and empathetically with diverse patient populations.
• Proficiency with EHR systems (experience with specific software like Epic, NextGen, or eClinicalWorks is a plus).
• Bilingual in English and Spanish or other languages commonly spoken in the patient community preferred.
• Knowledge of healthcare services, insurance processes, and HIPAA regulations is an advantage.

Required Skills/Abilities/Certifications/Licenses:

• Excellent customer service and interpersonal skills
• Ability to work efficiently in a fast-paced, high-call-volume environment
• Strong organizational skills and attention to detail
• Problem-solving abilities and adaptability
• Teamwork-oriented with a commitment to patient-centered car

Duties and Responsibilities:

1. Patient Communication:

a. Answer inbound calls promptly and professionally, adhering to La Clínica customer service standards.

b. Assist patients with scheduling, rescheduling, and canceling appointments according to established protocols.

c. Provide general information about services, locations, hours of operation, and provider availability.

2. Appointment Scheduling & Coordination:

a. Use the electronic health record (EHR) system to verify patient information, update records, and schedule appointments accurately.

b. Confirm that patients are aware of any necessary documents, insurance details, or preparations needed for their visits.

c. Coordinate with health center teams to ensure patient needs are met and follow-up appointments are arranged as necessary.

3. Patient Assistance & Navigation:

a. Assist patients with insurance verification, understanding co-pays, and eligibility requirements, directing them to additional resources or enrollment specialists as needed.

b. Address basic patient inquiries and connect patients with appropriate departments for further assistance on clinical or billing issues.

c. Offer language support or refer patients to interpreters when language barriers exist.

4. Call Documentation & Data Entry:

a. Document call details accurately and promptly in the EHR system, including patient concerns, scheduled appointments, and any follow-up actions.

b. Maintain up-to-date patient records, ensuring data integrity and compliance with FQHC guidelines and HIPAA regulations.

5. Collaboration & Support:

a. Work collaboratively with other call center agents and health center staff to manage call volumes and meet performance goals.

b. Participate in regular team meetings and training sessions to stay current on FQHC procedures, protocols, and patient care practices.

c. Provide input on workflow improvements and contribute to a positive, patient-centered environment.

Physical Requirements:

• This position is primarily sedentary and requires long periods of sitting and telephone/computer work.
• May require evening or weekend shifts depending on the health center’s operational hours.