Call Center Coordinator​/Lead

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

The Call Center Agent plays a vital role in creating a positive and seamless experience for patients contacting Avenue 360 Health & Wellness. As the first point of contact by phone and other communication channels, this position assists callers with scheduling appointments, obtaining information, and navigating available services. By delivering exceptional customer service, managing information accurately, and supporting efficient call center operations, the Call Center Agent helps foster a patient‑centered, solution‑oriented environment.

This position is directly accountable for the following key areas:

• Patient Experience & Customer Service
• Provide exceptional, welcoming, and professional interactions for every caller.
• Demonstrate empathy, optimism, a positive attitude, and a commitment to service.
• Assist callers by identifying needs, answering questions, and finding timely solutions.
• Maintain a warm, inviting, and patient‑centered communication style.
• Properly greet callers and follow established call scripts as applicable.
• Manage high volumes of inbound and outbound calls, including outreach efforts and follow‑ups.
• Conduct general outbound calling and targeted outreach campaigns.
• Respond to customer emails and other non‑phone inquiries.
• Utilize phonetic headsets and maintain productivity throughout the shift.
• Meet or exceed daily call‑volume expectations.
• Appointment Scheduling & Coordination
• Schedule, update, and manage patient appointments and referrals accurately.
• Verify identity, confirm visit details, and ensure accuracy in all scheduling actions.
• Demonstrate an understanding of basic healthcare terminology (primary care, benefits, HIPAA, etc.).
• Ensure all daily schedules, tasks, and dispositions are completed accurately.
• Information Management & Documentation
• Complete all required data entry, call logging, and reporting in a timely and accurate manner.
• Maintain accurate and updated patient account information.
• Research information using available resources, FAQs, system tools, and online references.
• Uphold confidentiality, privacy, and compliance standards in all documentation.
• Efficiently use computers, MS Windows, email, online forms, and websites.
• Perform quick and accurate keyboard typing and mouse navigation.
• Use call center and scheduling software effectively.
• Performance, Productivity & Leadership Support
• Meet or exceed organizational performance goals and metrics.
• Provide leadership support to call center staff as needed.
• Assist in managing workflow, troubleshooting issues, and supporting operational efficiency.
• Model professionalism, reliability, punctuality, and adherence to attendance expectations.
• Prepare and update training materials for new call center team members.
• Deliver training sessions in a simple, clear, professional manner.
• Conduct individualized call audits to evaluate quality, service tone, and accuracy.
• Maintain up‑to‑date industry…