Call Center Specialist - Behavioral Health - Bilingual

Call Center Specialist - Behavioral Health - Bilingual (Job Overview)

Join our family as a Bilingual Call Center Specialist and become an important first point of connection for patients seeking care. Through phone calls and other communication channels, you will schedule appointments, share information, and help create a professional, accurate, and timely experience that connects patients with the services they need.

Your patience, clarity, and compassion will help make every interaction meaningful. Whether you support general inbound calls, specialty inbound calls, or outbound calls, your work will help patients navigate the healthcare system while strengthening their connection to care.

• Make a meaningful difference by helping patients navigate appointments, referrals, insurance, and eligibility information.
• Build positive relationships through calm, respectful, and attentive communication.
• Work alongside clinical and other departmental teams to help ensure patients are prepared for appointments and treatment.
• Grow your knowledge of patient access processes, healthcare terminology, and effective service delivery.
• Contribute to a collaborative, mission-driven environment where your communication skills directly support community healthcare.
• Play an essential role in the healthcare ecosystem by helping patients reach the right care at the right time.

This role is assigned primarily to one of three Patient Access Department categories: General Inbound Calls, Specialty Inbound Calls, or Outbound Calls. You will be part of a structured call-center environment where reliability, teamwork, careful documentation, and a genuine passion for helping others are essential to delivering meaningful patient support.

You will have opportunities to deepen your understanding of patient access, strengthen your communication skills, and grow through collaboration with colleagues across the healthcare team. If you bring empathy, focus, and a desire to make a difference in your community, you can build a rewarding path in this role.

• →Manage inbound/outbound calls in a call-center environment.
• →Maintain a positive attitude and sense of responsibility and commitment to helping others, which is demonstrated by adhering to scheduled work hours, and ensuring callers have a pleasant experience.
• →Function in a highly structured environment with strict requirements for punctuality and attendance.
• →Schedule patient appointments following established protocols and processes, including discussing referrals, insurance status, and eligibility status to ensure appropriate patient access to care.
• →Follow documented processes/procedures and keep updated regarding current developments within area of expertise.
• →Display good problem solving skills and ability to research information using appropriate resources.
• →Use proper language, grammar and style in verbal and written communications while demonstrating exemplary customer service skills, listening skills and excellent phone etiquette.
• →Communicate with clinical and/or other departments using appropriate methods to assure that we have all requirements for patient’s appointment and/or treatment.
• →Identify high-risk or urgent symptoms and relay necessary information to clinical staff to assist in provision of appropriate recommendations.
• →Quickly and accurately complete any required data entry including patient demographics and payer information, call logging and/or reporting.
• →Perform multiple activities simultaneously such as speaking on phone while also operating a computer.
• →Understand basic health care industry terms, e.g. primary care, provider, benefits, HIPAA.
• →Understand and comply with HIPAA policies.
• →Respond to emails and other non-phone inquiries/communications.
• →Interpret subtle verbal indicators of distress or hesitance (ex: tone of voice, pauses, incomplete responses, etc.) and apply excellent interpersonal skills to de-escalate the situation and address the caller’s needs.
• →Perform other duties as assigned.

• High school graduate or equivalent required.

• 1-2 years customer service experience highly preferred.
• Clinical office support experience highly preferred.

• Customer service oriented
• Pleasant, professional, and articulate phone voice
• Ability to handle multiple incoming callers/patients, tasks and responsibilities
• Strong verbal and written grammar skills
• Accurate keyboard typing, data-entry and mouse navigation skills
• Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites
• Basic knowledge such as math, alphabetical or numerical filing may also be required.
• Patient scheduling experience.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
• Bilingual – English/Spanish strongly required with the ability to read, write, interpret
  and disseminate information in both languages.

• Knowledge of medical terminology and/or insurance terminology preferred.

Approachable & Collaborative — Leads with humility, values diverse perspectives, and builds trust through teamwork.

Driven & Committed — Takes initiative and goes the extra mile to improve patient outcomes and drive continuous improvement.

Thoughtful Communicators — Pairs clinical/technical skill with emotional intelligence, navigating complex situations with empathy and professionalism.