Call Center Representative- Bilingual

Job Summary

Bilingual Call Center Representative (English/Spanish) is responsible for answering inbound calls for CAHN’s Call Center and must demonstrate strong verbal communication skills in both languages. This role includes scheduling medical appointments and transportation for new and existing patients while ensuring culturally and linguistically appropriate service.

• Answer phone calls and respond to online appointment requests in both English and Spanish.
• Accurately schedule patient appointments for all providers and locations, using knowledge of provider specialties, schedules, and insurance requirements.
• Enter or verify personal, demographic, and billing information for new and established patients.
• Obtain and confirm identification, insurance, and income information as needed.
• Coordinate transportation requests in collaboration with the Transportation Department.
• Identify and resolve patient issues using eClinical
  
  Works and communicate with CAHN staff when necessary.
• Educate patients on the importance of making and keeping appointments.
• Provide general educational information to patients as appropriate.
• Recognize, document, and report trends in patient calls to the supervisor.
• Update patient information in the Electronic Health Record (eClinicalWorks).
• Perform administrative duties and related tasks as assigned by management.
• Adhere to all CAHN standards, guidelines, policies, and procedures.
• Perform other duties as assigned.

Monday‑Tuesday: 8:00 a.m. – 7:00 p.m.
Wednesday‑Friday: 8:00 a.m. – 5:00 p.m.
Occasional extended hours.
On‑site position.

• Medical, Dental, and Vision Insurance
• Secondary Gap Insurance
• Prescription Drug Plan
• Supplemental Policies through Colonial Life
• 401(k) Retirement Plan with up to 3% Company Match
• Employer‑Sponsored Short‑Term Disability
• Employer‑Paid Life and AD&D Insurance
• Paid Time Off (PTO) accrued beginning Day1
• Self‑Care Floating Holidays
• 8.5 Paid Holidays
• Employee Assistance Program (EAP)
• Public Service Loan Forgiveness (PSLF) eligibility

• High school diploma, GED, or equivalent required.
• One to three years of progressive customer service experience.
• Bilingual speaking and listening proficiency in a healthcare setting.
• Experience in a call center and/or medical office strongly preferred.
• Familiarity with eClinical
  
  Works is a plus.
• Basic office skills, including typing, faxing, scanning, and professional telephone etiquette.

• Minimum of 2–3 years of supervisory experience in a call center or customer service environment.
• Experience in a healthcare setting, preferably in an FQHC or community health center, is strongly preferred.
• Working knowledge of EHR systems (e.g., eClinicalWorks, Next Gen, Epic) is a plus.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Proficiency in Microsoft Office Suite.
• Bilingual (English/Spanish or other language commonly spoken by patient population) preferred.

Work Environment & Physical Demands:
Office. Ability to sit for extended periods and use a computer and telephone headset. Occasional lifting of office supplies or materials under 20lbs.

Capital Area Health Network is an Equal Opportunity Employer. We commit ourselves to a workplace and world where everyone feels they belong and unlocking potential for all.

Note:

Capital Area Health Network reserves the right to modify, interpret, or apply this job description as it desires. The employment relationship remains “at‑will”. This job description is not an employment contract. The aforementioned job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities.