Bilingual Patient Care Call Center Specialist

La Clinica; Medford (OR); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

403(b) Retirement Savings Plan with 2%

Group Life Insurance

Flexible Spending Accounts (FSA) and H

Learning Well workshops

Job summary

La Clinica is seeking a full-time hourly Call Center Associate at the Center for Learning and Innovation in Medford, OR. You will answer patient calls, schedule appointments, and promote La Clinica services with a focus on respectful, compassionate care.

Responsibilities include maintaining call quality, routing calls, and performing administrative tasks to support smooth operations. Bilingual English/Spanish required; HS diploma or GED and 0–2 years related experience preferred.

Qualifications

• Minimum: High School Diploma or GED.
• Zero to two years related experience and/or training.
• Excellent interpersonal communication and problem-solving skills.
• Skills to intervene and promote reconciliation and positive outcomes in difficult interactions.
• Bilingual/Bi-literate skills in English/Spanish required.

Responsibilities

• Responds to all calls in a courteous and professional manner, ensuring that all incoming calls are answered within 40 seconds.
• Works with team lead and coordinator to ensure that no more than 4% of calls are abandoned.
• Masters customer call protocols, including, but not limited to; screening calls, routing calls appropriately, scheduling appointments, canceling appointments, making outgoing calls and taking messages.
• Performs a “warm hand off” whenever possible while transferring a patient to another person.
• Works independently to complete administrative projects as assigned by their team lead or call center coordinator.
• Responds to emergency calls in accordance with customer call protocols.
• Notifies team lead or coordinator of all phone system problems in a timely manner and maintains appropriate logs recording all system failures and problems.
• Responsible for following workflows that result in capturing activities to meet patient engagement standards as outlined in the APCM program.
• Responsible for outreach efforts to ensure continuation of OHP eligibility and engagement in La Clinica services.
• Other duties as assigned.

Skills

Interpersonal communication

Problem-solving

Bilingual English/Spanish

Education

High School Diploma or GED

Job description

La Clinica is seeking a full-time hourly Call Center Associate at the Center for Learning and Innovation in Medford, OR. You will answer patient calls, schedule appointments, and promote La Clinica services with a focus on respectful, compassionate care.

Responsibilities include maintaining call quality, routing calls, and performing administrative tasks to support smooth operations. Bilingual English/Spanish required; HS diploma or GED and 0–2 years related experience preferred.