Call Center Representative- Arabic Fluency

Lowell Community Health Center; Lowell (MA); On-site; USD 35,000 - 45,000; Full time

Job summary

Lowell Community Health Center is looking for a full-time Call Center Representative with Arabic fluency, based in downtown Lowell, Massachusetts. As the primary contact for patients, you will handle scheduling and general inquiries, demonstrating professional telephone etiquette and collaboration across departments.

This role requires a high school diploma, two years of customer service experience, and the ability to effectively manage caller issues. Join a respected health care organization serving a diverse community.

Qualifications

• Minimum two years of customer service experience, preferably in a medical or related environment.
• Ability to work effectively in a high-call-volume environment.
• Experience handling inquiries about enrollment, eligibility, ID cards, clinic changes, demographics, and benefit coverage.

Responsibilities

• Answer calls in a professional and courteous manner, responding to patient requests.
• Schedule, cancel, and confirm appointments for follow-ups, physicals, and sick visits.
• Investigate and resolve caller issues using the computer system.

Skills

Customer service skills

Communication skills

Computer proficiency

Time flexibility

Education

High school diploma or equivalent

Job description

Call Center Representative – Arabic Fluency

Full‑time position based in downtown Lowell, Massachusetts at Lowell Community Health Center.

About the Organization

• Over 400 employees in a diverse, community-based health care organization.
• Recognized as a national model for quality and cultural competency, serving nearly 50,000 patients each year.
• Provides primary care, OB‑GYN, behavioral health, pharmacy services and more in a state‑of‑the‑art facility.
• More than 90% of patients are low income, and 46% are best served in a language other than English.

Summary

Primary contact for patients scheduling, canceling, or confirming appointments and for general inquiries. Requires professional telephone etiquette, flexibility for evenings and weekends, and collaboration across all clinical departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer calls in a professional and courteous manner, responding to patient requests.
• Schedule, cancel, and confirm appointments for follow‑ups, physicals, sick visits, and provider or clinician visits.
• Transfer calls to the appropriate department or staff member.
• Investigate and resolve caller issues using the computer system and by involving the Central Scheduling/Call Center Supervisor when necessary.
• Make welcome calls and document interactions in the tracking database.
• Orient patients about services, departments, and providers.
• Apply effective telephone communication skills, listening and questioning techniques, and appropriate etiquette.
• Demonstrate time flexibility to accommodate shift requirements.

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS AND EXPERIENCE

• High school diploma or equivalent required.
• Minimum two years of customer service experience, preferably in a medical or related environment.
• Strong customer service and communication skills.
• Ability to work effectively in a high‑call‑volume environment.
• Proficiency in computer use and the ability to access resources for responding to inquiries.
• Experience handling inquiries about enrollment, eligibility, ID cards, clinic changes, demographics, and benefit coverage.

All information provided during the application process will remain confidential in accordance with EEO guidelines.