Call Center Agent - Spanish/English

Job Title: Bilingual Call Center Agent 

Reports to: Nurse Manager 

Job Purpose:  The Bilingual Call Center Agent will play a critical role in supporting the Pregnancy Resource Center’s mission by providing compassionate and responsive care to abortion-determined individuals via phone calls, chats, and text messages. The agent will also manage patient inquiries and assist with appointment scheduling while using patient management software. This position requires the ability to communicate effectively in both Spanish and English, providing support and resources in a Christ-centered environment. 

Key Responsibilities: 

• Answer Inbound Communication: Respond to abortion-determined phone calls, chats, and text messages with warmth, empathy, and accurate information. 

• Patient Management System: Learn and effectively use the patient management software to document patient interactions, schedule appointments, and follow up as needed. 

• Support & Referrals: Provide material resources, support, and referrals to patients based on their individual situations. 

• Follow-up Appointments: Ensure that all patient appointments are managed and followed up on according to established policies and procedures. 

• Maintain Confidentiality: Handle sensitive patient information in compliance with organizational and legal guidelines. 

• Collaboration: Work closely with the Nurse Manager and other staff to ensure a high level of care for each patient. 

Qualifications: 

• Faith Commitment: A committed Christian who demonstrates a personal relationship with Jesus Christ and desires to share His love with those in distress. 

• Bilingual: Fluent in both Spanish and English, with the ability to communicate effectively in both languages. 

• Communication Skills: Exhibit excellent organizational and communication skills, with the ability to speak in a commanding yet empathetic tone when needed. 

• Empathy & Compassion: A sincere desire to reach out to individuals facing difficult situations with love and understanding. 

• Self-Motivation: Ability to manage multiple tasks and prioritize in a fast-paced environment. 

• Technological Proficiency: Comfortable learning and using new software systems, particularly patient management software. 

• Multitasking: Capable of managing phone, chat, and text communications simultaneously while providing each patient with focused attention. 

Preferred Experience: 

• Previous experience in a call center or customer service role. 

• Experience in crisis intervention or working in a healthcare setting.