Call Center Specialist

Health-Care-For-the-Homeless-2; Baltimore (MD); On-site; USD 36,000 - 42,000; Full time

Job summary

Health Care for the Homeless invites applications for a Call Center Specialist in Baltimore, MD. You will be the welcoming voice guiding clients to health care and support services, handling registrations, scheduling, and documentation with care.

The role demands strong communication, confidentiality, and the ability to work in a fast-paced, compassionate team. Full-time schedule with a focus on accurate information delivery and patient-centered service.

Qualifications

• High school diploma or GED required.
• Minimum 1 year of customer service experience.
• Strong written and verbal communication skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Experience with electronic health records or scheduling systems is a plus.

Responsibilities

• Serve as the first point of contact for clients, community members, and partners seeking agency services.
• Schedule appointments and provide accurate information for multiple clinic locations.
• Complete client registration, insurance verification, referrals, medical records requests, and enrollment activities to support one-call resolution.
• Gather and document client information accurately in the electronic health record (EHR), including demographics, consent, and insurance information.
• Listen carefully to callers, assess their needs, and connect them with the appropriate services within our organization or through community partners.
• Respond to questions, concerns, and complaints with empathy, professionalism, and a solution-focused approach.
• Deliver culturally responsive, client-centered service that is respectful, ethical, inclusive, and trauma-informed.
• Collaborate with teammates to improve workflows, update procedures, and enhance the client experience.
• Maintain a professional workspace and represent the organization with integrity and pride.
• Support departmental goals while adhering to agency policies, quality standards, safety protocols, HIPAA, and regulatory requirements.

Skills

Customer service

Verbal communication

Written communication

Confidentiality

Teamwork

Multitasking

Education

High school diploma or GED

Tools

EHR systems

Scheduling software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Specialist

Full Time Non-Exempt Full-Time ClinicS IndCont 421 Fallsway, Baltimore, MD, US

3 days ago Requisition ID: 1958

Salary Range: $17.50 To $20.00 Hourly

Join Our Team as a Call Center Specialist

Health Care for the Homeless | Make Every Call Count

Are you passionate about helping people and delivering exceptional customer service?

AtHealth Care for the Homeless, every phone call is an opportunity to make a difference. As aCall Center Specialist, you'll be the welcoming voice that connects individuals and families to life-changing health care and support services. Whether you're scheduling appointments, answering questions, or helping someone navigate our services, your compassion and professionalism will help create a positive experience for every caller.

If you're a strong communicator who enjoys solving problems, thrives in a fast-paced environment, and believes everyone deserves access to quality health care, we'd love to meet you.

What You'll Do

As a member of our collaborative Call Center Team, you will:

• Serve as the first point of contact for clients, community members, and partners seeking agency services.
• Schedule appointments and provide accurate information for multiple clinic locations.
• Complete client registration, insurance verification, referrals, medical records requests, and enrollment activities to support one-call resolution whenever possible.
• Gather and document client information accurately in the electronic health record (EHR), including demographics, consent, and insurance information.
• Listen carefully to callers, assess their needs, and connect them with the appropriate services within our organization or through community partners.
• Respond to questions, concerns, and complaints with empathy, professionalism, and a solution-focused approach.
• Deliver culturally responsive, client-centered service that is respectful, ethical, inclusive, and trauma-informed.
• Collaborate with teammates to improve workflows, update procedures, and enhance the client experience.
• Maintain a professional workspace and represent the organization with integrity and pride.
• Support departmental goals while adhering to agency policies, quality standards, safety protocols, HIPAA, and regulatory requirements.

What You Bring

Required Qualifications

• High school diploma or GED.
• At least one year of customer service experience.
• Strong computer skills and the ability to learn electronic health record and scheduling systems.
• Excellent verbal and written communication skills.
• Ability to maintain confidentiality and exercise sound judgment.
• A calm, professional demeanor when handling challenging or emotional situations.
• Strong organizational skills with the ability to multitask, adapt to interruptions, and work effectively in a team environment.

Preferred Qualifications

• Experience working with individuals experiencing homelessness or from low-income communities.
• Experience using medical, insurance, or healthcare databases.
• Bilingual in Spanish (additional compensation provided).
• De-escalation training or experience managing difficult conversations.

Why You'll Love Working Here

At Health Care for the Homeless, our work is grounded in the belief that health care is a human right. Every member of our team contributes to creating a welcoming environment where every person is treated with dignity, compassion, and respect.

As a Call Center Specialist, you'll have the opportunity to:

• Make a meaningful impact every day by connecting people with essential health care services.
• Join a supportive, mission-driven team that values collaboration and continuous learning.
• Grow professionally through ongoing development and performance improvement opportunities.
• Be part of an organization committed to advocacy, equity, and community impact.

Our Core Values

We are proud to foster a workplace built on:

• Dignity
• Authenticity
• Hope
• Justice
• Passion
• Balance

Every employee is expected to model these values while supporting our mission and advocating for those we serve.

Additional Responsibilities

All Health Care for the Homeless employees are expected to:

• Participate in organizational advocacy and quality improvement initiatives.
• Protect client privacy by maintaining compliance with HIPAA and all applicable privacy and security regulations.
• Perform additional duties as needed to support our mission and the communities we serve.