Call Center Associate II (Bilingual English/Spanish)

Urban Health Plan; New York (NY); Remote; USD 41,000 - 44,000; Full time

Benefits offered by this job

Fully funded Health Insurance

Dental Coverage

Vision Coverage

Prescription Coverage

401(k) Retirement Savings

Paid vacation

Personal time off

Sick time

Flex Spending Accounts

Entertainment Discount Programs

Employee Assistance Program

Public Service Loan Forgiveness (PSLF)

Fitness Discounts

Term life Insurance $50,000

Job summary

Urban Health Plan is seeking a Call Center Associate II to join our Bronx-based team, supporting multiple health centers. The role requires bilingual Spanish/English communication, accuracy with patient data, and HIPAA-compliant handling of information.

This position is remote with periodic onsite meetings in the Bronx and involves outbound outreach to high-risk patients. Full-time employment includes comprehensive benefits such as health, retirement, time off, and additional perks.

Qualifications

• High School Diploma or GED required.
• 1+ years of call center experience or related telecommunications field.
• Bilingual Spanish/English required.
• Computer proficiency is a must.

Responsibilities

• Answers high volume telephone calls, schedules medical appointments, and relays messages per standards.
• Responds to and resolves patient requests/concerns.
• Refers clinical questions to medical providers.
• Maintains confidentiality per HIPAA and PHI guidelines.
• Updates patient demographic information.
• Confirms insurance when necessary.
• Reschedules, cancels, and verifies appointments as needed.
• Engages in outbound calls, Messages+ and callbacks.
• Outreach to high risk and no-show patients.
• Provides basic system troubleshooting support to associates.
• Handles difficult inquiries with professionalism and autonomy.
• Demonstrates WE CARE performance standards.

Skills

Bilingual Spanish/English

Computer proficiency

Education

High School Diploma or GED

Job description

Position Summary:

The Call Center Associate II will join our Bronx-Based call center team in order to support the operations of our various health centers. The incumbent must have the drive and ambition to work effectively in a fast paced and service-driven team. We are seeking customer service professionals with a passion for community based health care. Although remote, position requires some monthly onsite needs including meetings that are held in the Bronx.

Minimum Qualifications:

• High School Diploma or GED required.
• 1+ years of experience in a call center associate capacity and/or related telecommunications field.
• Bilingual Spanish/English required.
• *Computer proficiency is a must.

Key Duties:

• Answers high volume telephone calls, schedules medical appointments, and relays messages according to the organization communication standards.
• Responds to and resolves patient requests/concerns.
• Refers clinical questions to medical providers.
• Ensures confidentiality at all times in compliance with HIPAA and PHI guidelines.
• Update existing patient demographic information.
• Confirms insurance when necessary.
• Completes rescheduling, canceling, and/or verifying patient's appointments as needed.
• Engages in outbound calls, including Messages+ and callbacks.
• Provides specialized outreach to high risk and no-show patients.
• Provides supports to associates with basic system troubleshooting.
• Uses established call center expertise to support autonomy of handling difficult inquiries and situations.
• Exhibits "WE CARE" performance standards in accordance to Urban Health Plan's Operating Credo.

Compensation:

$19.50/hour based on 40 regular hours per week.

Work Environment Type, Location, and Schedule:

Remote, Bronx, NY, Must be comfortable working schedule: M-F 8 am-5pm, rotating Sa 8a-5p.

As a full time associate at Urban Health Plan, you'll enjoy:

• Fully funded Health Insurance for you/ 73.5% funded Health Insurance for your family Dental, Vision, and Prescription Coverage
• 401(k) Retirement Savings (including 3% annual employer contribution)
• Comprehensive time off including paid vacation, personal time, sick time, and paid holidays (including your birthday!)
• Flex Spending Accounts (Health care, Dependent Care, and Commuter Benefits)
• Entertainment Discount Programs
• Employee Assistant Program
• Eligibility to apply for Public Service Loan Forgiveness Program (PSLF)
• Fitness Discounts and Perks through our medical plan.
• $50,000 term life Insurance

About Urban Health Plan:

At Urban Health Plan (UHP) our mission is to continuously improve the health of communities and the quality of life of the people we serve by providing affordable, comprehensive, quality, primary and specialty health care and by assuring the performance and advancement of innovative best practices. At UHP, our commitment to provide patient-centered, holistic, quality health care, is part of a tradition started by our founder, Dr. Richard Izquierdo, more than 50 years ago. That tradition continues today by promoting excellence in everything that we do. UHP is an equal opportunity employer. M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, national origin/ancestry, citizenship status, disability, age, marital or family status, and military or veteran status.