Customer Service Representative Call Center; Bilingual

Customer Service Representative Call Center (Bilingual)

Join to apply for the Customer Service Representative Call Center (Bilingual) role at Centro Med
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Company Overview
Centro Med is a 501(c)(3) non‑profit organization that provides primary care through Federally Qualified Health Centers (FQHCs) across San Antonio and New Braunfels. Founded in 1971, Centro Med delivers culturally competent health and dental services to all populations, regardless of income. Our mission is to improve lives with high‑quality, compassionate care.

Job Summary
As the primary point of contact for patients calling the El Centro del Barrio clinics, the Customer Service Representative (CSR) will schedule and manage appointments, answer general inquiries, and keep patients informed. The CSR uses the practice management system to locate patient records, creates and reschedules appointments, makes reminder calls, and escalates questions as needed. The CSR also reinforces fore‑sight policies and participates in quality improvement programs during regular business hours.

• Provide excellent customer service and achieve first‑call resolution whenever possible.
• Complete calls efficiently while maintaining high service quality.
• Access patient accounts in the practice management system using names, birth dates, SSN, or account numbers.
• Schedule, reschedule, and cancel appointments per established protocols for medical, obstetrics, dental, and behavioral health lines.
• Answer telephones using the approved script and identify the clinic.
• Demonstrate fundamental knowledge of insurance, especially Medicaid and CHIP, and eligibility programs.
• Make appointment reminder calls where automated systems do not reach patients.
• Maintain a professional appearance, including uniform and name tag.
• Show excellent attendance and punctuality.
• Meet department metrics and comply with the Employee Safety Handbook.
• Participate in the agency’s quality improvement program.
• Work Monday‑Friday 8 a.m.–5 p.m. or Monday‑Thursday 8 a.m.–2 p.m. as scheduled.
• Perform other duties as assigned by the supervisor.

Requirements

Education
High School Diploma or equivalent.

Experience

• Prior experience in a health‑care setting preferred.

• Previous call‑center or customer‑service role with strong clerical skills using computer and phone.

• Bilingual English/Spanish required.

Centro Med is an equal‑opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, or any other protected status.

• Seniority Level: Entry level
• Employment Type: Full‑time
• Job Function: Other
• Industries: Hospitals and Health Care