Customer Service Representative Call Center (Bilingual

Company Overview

Centro Med is a 501(c)(3) non‑profit organization that provides primary care and Federally Qualified Health Center (FQHC) services across multiple locations in San Antonio and the New Braunfels area. Founded in 1971 by CEO and President Ernesto Gomez, PhD, Centro Med has grown from a community‑based program into a network of high‑quality healthcare clinics offering full‑service health and dental care to all populations, regardless of income limitations.

Over the past 50 years, Centro Med has changed lives while remaining dedicated to the mission and vision of being a premier healthcare provider in the community. We invite you to visit Centro Med and discover how we can be your medical home.

We improve lives through improving the well‑being of families through high quality, compassionate health care.

• RESPECT – We treat all persons with dignity and compassion
• INTEGRITY – We build trust through honesty, word and deed
• EXCELLENCE – We use best practices to deliver exceptional quality care
• AFFORDABILITY – We manage resources to provide affordable health care
• TEAMWORK – We work together as a team in the interest of patient care

• Competitive Compensation
• Health, Dental, Vision & Life Insurance
• Retirement Plans 403(b) – Company Match Contributions
• Basic Life Insurance
• Basic Life Insurance for your Spouse & Children
• Short & Long‑Term Disability
• Flexible Spending Account (FSA)
• Wellness Employee Assistance (EAP)
• Travel Reimbursement
• Critical Illness insurance, hospital indemnity, accident insurance – additional benefits that fit your needs & lifestyle & help you feel extra protected
• Additional benefits include 6 paid company holidays, 2 extra floating holidays, paid time off/vacation time, career development opportunities and many other benefits in a collaborative culture that focuses on work‑life balance, innovation & teamwork.
• Benefits start after 30 days
• Fun & Energetic, Family‑Based Environment

We are searching for a SUPER STAR Customer Service Representative for the Call Center Department. The CSR is the primary source of contact for patients at El Centro del Barrio clinics, welcoming them into the system and ensuring positive experiences. Responsibilities include scheduling, rescheduling, and cancelling appointments for all patients/families requesting health care services, answering general questions, and transferring callers when appropriate.

• Demonstrate ability to provide excellent customer service to all callers, including “first call resolution.”
• Complete all calls efficiently while maintaining high service levels.
• Look up patient accounts and encounters in the practice management system using various fields.
• Schedule, reschedule, and cancel appointments in the practice management system based on patient or clinic needs.
• Schedule patient appointments according to established protocols by service line and provider.
• Answer telephones using script, identifying self and clinic name.
• Have a basic understanding of insurance (Medicaid and CHIP) and eligibility programs.
• Make appointment reminder calls to patients (if automated system fails) and follow up on missed contacts.
• Maintain excellent personal attire, including uniform and nametag.
• Exhibit excellent attendance and punctuality.
• Meet department metrics.
• Abide by policies and procedures in the Employee Safety Handbook.
• Participate in the agency’s Quality Improvement Program.
• Work schedule:
  
  Monday‑Friday 8am‑5pm;
  Monday‑Thursday 8:00am‑2:00pm.
• Other duties as assigned by the immediate supervisor.

• Education: High School Diploma or equivalent.
• Experience:
  • General experience working in a health care setting preferred.
  • 3+ years prior experience in call center customer service roles.
  • Strong clerical skills, including computer and phone use.
  • Bilingual English/Spanish.

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, other distinguishing characteristics of diversity and inclusion, or any other protected status.