Call Center Representative- Arabic Fluency

Position: Full-time

Location: Based in downtown Lowell, Massachusetts

Organization: Lowell Community Health Center

Lowell Community Health Center is a diverse, community-based healthcare organization with over 400 employees. Since relocating to a new state-of-the-art facility in December 2012, it has been recognized nationally for excellence in cultural competency, with staff speaking 28 languages and over 80 trained in medical interpreting.

We serve nearly 50,000 people annually, with more than 90% of patients being low income and 46% speaking a language other than English. Our comprehensive services include primary care, OB-GYN, behavioral health, pharmacy, and more.

Summary: This full-time role requires some evenings and weekends. The Call Center Representative is the primary contact for scheduling, canceling, or confirming appointments, and addressing patient inquiries about our services and providers. The role involves projecting a professional image, coordinating with various departments, and ensuring excellent telephone communication.

Essential Duties:

• Answer phones professionally and courteously, responding to patient requests.
• Make, cancel, or reschedule appointments as requested.
• Transfer calls to appropriate departments or staff.
• Identify, research, and resolve caller issues using our computer system and escalate when necessary.
• Perform welcome calls and document interactions in the database.
• Inform patients about our services, departments, and providers.
• Apply effective questioning, listening, and telephone etiquette skills.
• Maintain flexibility with shift schedules as required.

Responsibilities of an Inbound Call Center Agent: Answer customer inquiries, ensure customer satisfaction, and uphold the company's image.

Qualifications: High school diploma or equivalent required. Two years of customer service or medical-related experience preferred. Strong communication skills, ability to handle high call volume, and computer proficiency are necessary.

All information will be kept confidential according to EEO guidelines.