Call Center Specialist

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Full Time Non-Exempt Full-Time ClinicS Ind Cont 421 Fallsway, Baltimore, MD, US

3 days ago Requisition

Salary Range: $17.50 To $20.00 Hourly

Are you passionate about helping people and delivering exceptional customer service?

At
Health Care for the Homeless
, every phone call is an opportunity to make a difference. As a
Call Center Specialist
, you'll be the welcoming voice that connects individuals and families to life-changing health care and support services. Whether you're scheduling appointments, answering questions, or helping someone navigate our services, your compassion and professionalism will help create a positive experience for every caller.

If you're a strong communicator who enjoys solving problems, thrives in a fast-paced environment, and believes everyone deserves access to quality health care, we'd love to meet you.

As a member of our collaborative Call Center Team, you will:

• Serve as the first point of contact for clients, community members, and partners seeking agency services.
• Schedule appointments and provide accurate information for multiple clinic locations.
• Complete client registration, insurance verification, referrals, medical records requests, and enrollment activities to support one-call resolution whenever possible.
• Gather and document client information accurately in the electronic health record (EHR), including demographics, consent, and insurance information.
• Listen carefully to callers, assess their needs, and connect them with the appropriate services within our organization or through community partners.
• Respond to questions, concerns, and complaints with empathy, professionalism, and a solution-focused approach.
• Deliver culturally responsive, client-centered service that is respectful, ethical, inclusive, and trauma-informed.
• Collaborate with teammates to improve workflows, update procedures, and enhance the client experience.
• Maintain a professional workspace and represent the organization with integrity and pride.
• Support departmental goals while adhering to agency policies, quality standards, safety protocols, HIPAA, and regulatory requirements.

• High school diploma or GED.
• At least one year of customer service experience.
• Strong computer skills and the ability to learn electronic health record and scheduling systems.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and exercise sound judgment.
• A calm, professional demeanor when handling challenging or emotional situations.
• Strong organizational skills with the ability to multitask, adapt to interruptions, and work effectively in a team environment.

• Experience working with individuals experiencing homelessness or from low-income communities.
• Experience using medical, insurance, or healthcare databases.
• Bilingual in Spanish (additional compensation provided).
• De-escalation training or experience managing difficult conversations.

At Health Care for the Homeless, our work is grounded in the belief that health care is a human right. Every member of our team contributes to creating a welcoming environment where every person is treated with dignity, compassion, and respect.

As a Call Center Specialist, you'll have the opportunity to:

• Make a meaningful impact every day by connecting people with essential health care services.
• Join a supportive, mission-driven team that values collaboration and continuous learning.
• Grow professionally through ongoing development and performance improvement opportunities.
• Be part of an organization committed to advocacy, equity, and community impact.

We are proud to foster a workplace built on:

• Dignity
• Authenticity
• Hope
• Justice
• Passion
• Balance

Every employee is expected to model these values while supporting our mission and advocating for those we serve.

All Health Care for the Homeless employees are expected to:

• Participate in organizational advocacy and quality improvement initiatives.
• Protect client privacy by maintaining compliance with HIPAA and all applicable privacy and security regulations.
• Perform additional duties as needed to support our mission and the communities we serve.