Bilingual Call Center Representative

Cape Fear Eye Associates, PA; Fayetteville (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Cape Fear Eye Associates, PA in Fayetteville, NC is seeking a Bilingual Call Center Representative to handle inbound and outbound calls, schedule appointments, and assist patients with insurance and pre-visit information.

The position requires fluency in Spanish and English, strong data-entry skills, and the ability to work accurately with electronic scheduling systems and EMR. The role emphasizes patient service and confidentiality in a medical office setting.

Qualifications

• High school diploma or GED required.
• Fluent in Spanish and English.
• Minimum 1 year of medical receptionist/customer service experience.
• Knowledge of multi-line phone system.
• Proficient with computers and practice management software including electronic recordkeeping.
• Knowledge of customer service principles.
• Demonstrate initiative and strong organizational skills.
• Excellent interpersonal communication and discretion with confidential information.

Responsibilities

• Handle inbound calls, schedule appointments, and answer general questions.
• Refer to patient records and set up new patients in scheduling software.
• Record add-ons, delays, cancellations and no-shows.
• Enter detailed patient information across multiple screens.
• Verify details and add notes after call completion.
• Inform callers about policies and required documentation.
• Schedule to optimize patient flow based on availability.
• Receive, direct, and relay telephone calls.
• Perform general administrative tasks as directed by team lead.

Skills

Bilingual Spanish-English

Multi-line phone

Practice management software

Patient customer service

Organizational skills

Confidential information

Independent worker

Education

High school diploma or GED

Tools

Electronic Scheduling System

Electronic Medical Records (EHR)

Job description

JOB TITLE: BILINGUAL CALL CENTER REPRESENTATIVE

POSITION SUMMARY:

Call Center Representative is responsible for both inbound and outbound calls. Our Call Center Representatives are often the first point of contact for patients and must exemplify a commitment to patient satisfaction and an ability to make quick and accurate decisions. Serves as a liason between patients and medical staff via written and verbal communications, fluent in both Spanish and English.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Handles all incoming telephone calls from patients, makes appointments, and answers general questions and inquiries.
• Uses computer systems to refer to existing patient information or set up new patients in the scheduling software. Provides the patient with available timeslots to ensure full use of the physician schedules.
• Records all add-ons, delays, cancellations, and “no-shows” into the patient’s chart.
• Responsible for inputting very detailed information on the patient using a variety of computer screens.
• After completion of the call and input of the patient information, representative checks records verifying the details entered and adds any additional notes that may be necessary.
• Provides information to callers on practice policies and procedures such as what is required in preparation for appointment (insurance, ID, etc.).
• Schedules to ensure efficient patient flow based on predetermined appointment availability.
• Receives, directs, and relays telephone calls.
• Performs other general administrative tasks as directed by team lead.

QUALIFICATIONS & SKILLS:

• High school diploma or GED required.
• Fluent in Spanish and English
• Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.
• Knowledge of multi-line phone system.
• Proficient in computers and relevant software applications and practice management technology including electronic recordkeeping.
• Knowledge of customer service principles and practices.
• Demonstrate initiative and strong organizational skills.
• Exceptional interpersonal communication skills with a positive tone and welcoming body language.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Deals with confidential information and/or issues using discretion and judgment.

PREFERRED EXPERIENCE:

• Prior Call Center experience in a medical office.
• Experience with electronic scheduling system and electronic medical records (EHR).

WORK ENVIROMENT & PHYSICAL DEMANDS:

• Work is performed in a medical office setting.
• Physical demands of position: must be able to sit for long periods of time, must have manual dexterity to work computer systems and keyboard.
• Must be able to lift 25 lbs.

As a leading healthcare provider, we have a responsibility to protect the health and safety of our patients, customers and staff members.

COVID-19 vaccinations are required as a condition of employment. Please note we will consider exceptions to this requirement for those who cannot be vaccinated due to a medical condition or strongly held religious beliefs.