Call Center Coordinator/Lead

Avenue 360 Health and Wellness; Humble (TX); Vor Ort; USD 22.000 - 28.000; Vollzeit

Zusammenfassung

Avenue360 Health And Wellness is seeking a Call Center Agent to be the first contact for patients, assisting with appointments, information, and navigation of services. You will deliver top-tier customer service and support efficient call center operations.

The role requires 2+ years in a fast-paced environment, with a preferred bilingual English/Spanish capability, and experience with EHR and scheduling systems. On-site position in a patient-centered clinic setting.

Qualifikationen

• Minimum of 2 years in a call center, customer service, or admin setting.
• Bilingual English/Spanish strongly preferred.
• Experience with patients in fast-paced environments preferred.
• Strong customer-service orientation and professional phone manner.
• Proficiency with EHR systems and scheduling software preferred.

Aufgaben

• Provide exceptional, welcoming, and professional interactions for every caller.
• Manage high volumes of inbound and outbound calls and follow-ups.
• Schedule, update, and manage patient appointments and referrals.
• Maintain accurate and updated patient accounts and documentation.

Kenntnisse

Customer service

Multitasking

Communication

Bilingual English/Spanish

Ausbildung

High school diploma or GED

Tools

EHR systems

Scheduling software

Office software

Jobbeschreibung

About Avenue360 Health And Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

About Avenue360 Health And Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care. Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

Our Values PACT

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.