Call Center Coordinator/Lead

Avenue 360 Health and Wellness; Houston (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Avenue 360 Health and Wellness in Houston is seeking a Call Center Agent to be the first point of contact for patients via phone and digital channels. You will assist with scheduling, provide information, and guide patients through available services while delivering friendly, patient-centered service.

You will handle high call volumes, document interactions accurately, protect privacy, and use scheduling and EHR tools to coordinate appointments and referrals.

Qualifications

• Minimum of 2 years in a call center, customer service, or administrative setting.
• Bilingual English/Spanish strongly preferred, with strong verbal and written skills.
• Experience working with patients in a fast-paced environment is preferred.

Responsibilities

• Provide exceptional, welcoming, and professional interactions for every caller.
• Manage high volumes of inbound and outbound calls and emails.
• Schedule, update, and manage patient appointments and referrals accurately.
• Verify identity, confirm visit details, and ensure accuracy in scheduling actions.
• Uphold confidentiality, privacy, and HIPAA compliance in all documentation.
• Use scheduling software and EHR systems to navigate patient information.

Skills

Customer service

Multitasking

Bilingual EN/ES

Education

High school diploma or GED

Tools

EHR systems

Scheduling software

Office software

Job description

Role Overview

The Call Center Agent plays a vital role in creating a positive and seamless experience for patients contacting Avenue 360 Health & Wellness. As the first point of contact by phone and other communication channels, this position assists callers with scheduling appointments, obtaining information, and navigating available services. By delivering exceptional customer service, managing information accurately, and supporting efficient call center operations, the Call Center Agent helps foster a patient‑centered, solution‑oriented environment.

Areas of Accountability

This position is directly accountable for the following key areas:

1. Patient Experience & Customer Service

• Provide exceptional, welcoming, and professional interactions for every caller.

• Demonstrate empathy, optimism, a positive attitude, and a commitment to service.

• Assist callers by identifying needs, answering questions, and finding timely solutions.

• Maintain a warm, inviting, and patient‑centered communication style.

1. Call Handling & Communication

• Properly greet callers and follow established call scripts as applicable.

• Manage high volumes of inbound and outbound calls, including outreach efforts and follow‑ups.

• Conduct general outbound calling and targeted outreach campaigns.

• Respond to customer emails and other non‑phone inquiries.

• Utilize phonetic headsets and maintain productivity throughout the shift.

• Meet or exceed daily call‑volume expectations.

1. Appointment Scheduling & Coordination

• Schedule, update, and manage patient appointments and referrals accurately.

• Verify identity, confirm visit details, and ensure accuracy in all scheduling actions.

• Demonstrate an understanding of basic healthcare terminology (primary care, benefits, HIPAA, etc.).

• Ensure all daily schedules, tasks, and dispositions are completed accurately.

1. Information Management & Documentation

• Complete all required data entry, call logging, and reporting in a timely and accurate manner.

• Maintain accurate and updated patient account information.

• Research information using available resources, FAQs, system tools, and online references.

• Uphold confidentiality, privacy, and compliance standards in all documentation.

1. Technology & System Navigation

• Efficiently use computers, MS Windows, email, online forms, and websites.

• Perform quick and accurate keyboard typing and mouse navigation.

• Use call center and scheduling software effectively.

1. Performance, Productivity & Leadership Support

• Meet or exceed organizational performance goals and metrics.

• Provide leadership support to call center staff as needed.

• Assist in managing workflow, troubleshooting issues, and supporting operational efficiency.

• Model professionalism, reliability, punctuality, and adherence to attendance expectations.

1. Training, Coaching & Communication (Lead‑specific duties)

• Prepare and update training materials for new call center team members.

• Deliver training sessions in a simple, clear, professional manner.

• Conduct individualized call audits to evaluate quality, service tone, and accuracy.

• Maintain up‑to‑date industry knowledge and share updates with the team.

• Support the Manager in ensuring consistency across procedures and workflows.

1. Flexibility & Additional Responsibilities

• Provide cross‑coverage to other clinics as needed.

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed.

• Perform additional duties or special projects assigned to support organization operations.

• Understand that the responsibilities listed are not intended to be all‑inclusive and may evolve based on the needs of the clinic.

Education, Licensure/Certification:

• High school diploma or GED required.

Experience, Skills/Abilities Related Requirements:

• Minimum of 2 years of experience in a call center, customer service, or administrative setting.

• Bilingual English/Spanish strongly preferred, with strong verbal and written skills.

• Experience working with patients, clients, or the public in a fast‑paced environment preferred.

• Customer service‑oriented with a professional, pleasant, and articulate phone voice.

• Strong ability to multitask while maintaining accuracy and attention to detail.

• Demonstrated competency in communication, problem‑solving, and maintaining professionalism under pressure.

• Soft skills such as empathy, adaptability, teamwork, and a service‑oriented mindset.

• Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred.

Continuing Education and Training Requirements:

• Participates in all required training and continuing education as outlined by the organization, funding sources, and any applicable licensure requirements.