Contact Center Representative Lead - Bilingual

Legacy Community Health; Houston (TX); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

FSA

403(b) Match

Disability Insurance

Zero Copay Visits

Zero Copay Prescriptions

Travel Insurance

Pet Insurance

Gym Membership

Job summary

Legacy Community Health is seeking a Bilingual Contact Center Representative Lead to guide patient interactions and scheduling. You will lead a team to ensure exceptional call experiences, mentorship, and adherence to quality standards. Strong leadership and multilingual communication are essential for success.

The role emphasizes coaching, process improvement, and maintaining high service levels while supporting a diverse patient population in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Pleasant, professional phone voice.
• Ability to handle multiple callers and tasks.
• Strong verbal and written grammar skills.
• Accurate keyboard typing and data-entry.
• Knowledge of basic health care terminology.
• Proficient with MS Windows, Email, online forms and websites.
• Bilingual English/Spanish strongly required.

Responsibilities

• Greet callers warmly and gather or provide essential information.
• Schedule appointments and referrals with care.
• Provide clear, professional communication; research information as needed.
• Assist with training and coaching of Agents; provide praise and guidance.
• Maintain a collaborative team environment and share updates on new processes.

Skills

Bilingual English/Spanish

Customer service

Data entry

Telephone etiquette

Verbal & written grammar

Education

High school diploma

Job description

Benefits

• Paid Time Off & Paid Company Holidays
• Medical, Dental, Vision & Life Insurance
• Flexible Spending Account (FSA)
• 403(b) Retirement Plan with Company Match
• Short-Term & Long-Term Disability
• $0 Copay for Legacy Provider visits
• $0 Copay for prescriptions filled at Legacy Pharmacies
• Travel Insurance & Pet Insurance
• Subsidized Gym Membership
• And much more!

Location: Legacy Montrose Allen Parkway - 2929 Allen Pkwy. Houston, TX 77019

Bilingual Contact Center Representative Lead - Job Overview

Schedule: 7:30AM-5PM | 8 HR Shifts

At Legacy Community Health, we believe in making a difference not just in healthcare, but in the lives of our team members and the community we serve. As a BilingualContact Center Representative Lead, you will play a pivotal role in providing an exceptional contact experience for our patients and callers. Your passion for service, combined with your leadership skills, will help foster teamwork and create a supportive environment where everyone can thrive.

• Engage with our diverse community through meaningful conversations
• Empower our patients by providing them with critical information and scheduling appointments
• Be part of a collaborative team that values positivity, ownership, and commitment
• Enjoy opportunities for growth, mentorship, and personal development
• Help shape the future of healthcare one call at a time

Key Responsibilities

• Be a self-motivated learner with a positive attitude and a strong sense of ownership
• Greet callers warmly and gather or provide essential information
• Conduct outreach calls and assist patients in finding solutions
• Ensure an amazing contact experience that leaves a lasting impression
• Handle patient appointment scheduling and referrals with care and accuracy
• Utilize clear and professional language in all communications
• Research information and resources effectively to assist callers
• Respond to emails and non-phone inquiries promptly and efficiently
• Complete data entry and call logging tasks
• Demonstrate a collaborative team player attitude daily
• Assist with training and coaching of Agents, providing praise and guidance
• Keep the team informed about new processes and changes
• Motivate your teammates to improve services and identify best practices
• Act as a professional supervisor in the absence of senior management
• Perform other duties as assigned that contribute to team success

Minimum Qualifications

• High school graduate or equivalent required.
• Pleasant, professional, and articulate phone voice
• Ability to handle multiple incoming callers/patients, tasks and responsibilities
• Strong verbal and written grammar skills
• Accurate keyboard typing, data-entry and mouse navigation skills
• Knowledge of basic health care industry terminology
• Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites
• Basic knowledge such as math, alphabetical or numerical filing may also be required
• Must be able to manage multiple deadline and decision making responsibilities.
• Bilingual English/Spanish strongly required, with the ability to read, write, interpret and disseminate information.

About Legacy Community Health

As the largest Federally Qualified Health Center (FQHC) in Southeast Texas, Legacy Community Health has been delivering comprehensive, high-quality, and affordable health care for nearly 40 years. With more than 50 clinics across the Greater Houston and Gulf Coast region, we continue to grow strategically and invest in our communities. By innovating how care is delivered, we've stayed at the forefront of connecting our communities to health—every day, in every way. At Legacy, we know our success is powered by our people. We're always looking for talented, passionate individuals who want more than a job—they want a meaningful career that makes a real impact. Explore our open positions and see if a career at Legacy is right for you.

At Legacy Community Health, our mission—Driving healthy change in our communities—guides everything we do. To fulfill this mission, every team member is expected to embody the following core attributes in their daily work, regardless of role or department:

Approachable & Collaborative

We bring our expertise without ego. In a collaborative healthcare environment, humility fosters trust and teamwork. Our employees value diverse perspectives, seek input from others, and are unafraid to acknowledge when they need help. We stay grounded in our purpose: to serve patients and communities with compassion and humility.

Driven & Committed

We are driven by a deep commitment to excellence in patient care and organizational improvement. Our employees take initiative, embrace challenges, and go the extra mile to support our mission. Whether improving patient outcomes, streamlining processes, or stepping up in times of need, we are always striving to drive healthy change—within ourselves, our teams, and the communities we serve.

Perceptive & Thoughtful Communicators

We value emotional intelligence as much as clinical or technical skill. Our team members demonstrate sound judgment, cultural sensitivity, and the ability to navigate complex situations with empathy and professionalism. They communicate clearly and respectfully with patients, families, and colleagues, building trust and fostering a safe, inclusive environment for all.