Customer Service Representative Call Center (Bilingual)

Centro Med Clinic; Palo Alto (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health, Dental, Vision & LifeInsurance

Retirement Plans 403(B) with Company 8

Paid time off and holidays

Flexible Spending Account (FSA)

Career development opportunities

Job summary

CentroMed is seeking a Customer Service Representative for our Call Center Department. You will be the primary contact for patients at El Centro del Barrio clinics, welcoming them and ensuring a positive experience.

You will handle scheduling, rescheduling, and cancellations, answer general questions, and transfer callers as appropriate. Ideal candidates have 3+ years in healthcare call-centers, strong clerical skills, and bilingual English/Spanish abilities.

Qualifications

• High School Diploma or equivalent.
• 3+ years prior experience in call-center customer service roles.
• Bilingual English/Spanish.
• General experience working in a health care setting preferred.

Responsibilities

• Provide excellent customer service to callers and aim for first call resolution.
• Schedule, reschedule, and cancel appointments in the practice management system.
• Lookup patient accounts and encounters using name, birth date, SSN, and account number.
• Answer phones using a script and identify self and clinic name.
• Meet department metrics and maintain professional appearance and attendance.

Skills

Call center experience

Bilingual English/Spanish

Clerical skills

Customer service

Education

High School Diploma or equivalent

Tools

Practice management system

Job description

Company Overview

CentroMed is a 501(c)(3) non‑profit organization that provides healthcare for all populations. It is a primary care provider and Federally Qualified Health Center (FQHC) with multiple locations throughout San Antonio and the New Braunfels area. Founded in 1971 by CEO and President Ernesto Gomez, PHD, CentroMed has grown from a community‑based program focused on culturally competent care for underserved populations into a network of high‑quality healthcare clinics across the region offering full‑service health and dental care to all, regardless of income limitations. With over 50 years of service, CentroMed remains dedicated to its mission of being a premier healthcare provider in the community.

Mission

We improve lives through enhancing the well‑being of families by delivering high‑quality, compassionate health care.

Core Values

• Respect – We treat all persons with dignity and compassion.
• Integrity – We build trust through honesty, word and deed.
• Excellence – We use best practices to deliver exceptional quality care.
• Affordability – We manage resources to provide affordable health care.
• Teamwork – We work together for the benefit of patient care.

Benefits (Full‑time)

• Competitive Compensation
• Health, Dental, Vision & Life Insurance
• Retirement Plans 403(B)- Company Match Contributions
• Basic Life Insurance
• Basic Life Insurance for your Spouse & Children
• Short & Long‑Term Disability
• Flexible Spending Account (FSA)
• Wellness Employee Assistance (EAP)
• Travel Reimbursement
• Critical Illness insurance, hospital indemnity, accident insurance - These are additional benefits that fit your needs & lifestyle & help you feel extra protected
• Additional benefits include: 6 paid company holidays, plus (2) extra floating holidays, paid time off/ vacation time, career development opportunities and many other benefits in a collaborative culture that focuses on work life balance, innovation, & teamwork.
• Benefits start after 30 days
• Fun & Energetic, Family‑Based Environment

Job Type

Full‑time

Job Summary

We are searching for our next SUPER STAR ! The Customer Service Representative for the Call Center Department serves as the primary source of contact for patients at El Centro del Barrio clinics and is responsible for welcoming patients into the system and ensuring they have positive experiences. The CSR handles scheduling, rescheduling, and cancelling appointments for all patients and families requesting health care services, answers general questions, and transfers callers to other parties if appropriate.

Duties and Responsibilities

• Provide excellent customer service to all callers, aiming for “first call resolution.”
• Complete calls efficiently while maintaining a high service level.
• Proficiency in looking up patient accounts and encounters in the practice management system using fields such as name, birth date, SSN, and account number.
• Schedule, reschedule, and cancel appointments in the practice management system based on patient or clinic needs.
• Schedule appointments according to established protocols by service line (medical, obstetrics, dental, behavioral health) and provider.
• Answer telephones using a script, identifying self and clinic name.
• Basic understanding of insurance, especially Medicaid and CHIP, and eligibility programs.
• Make appointment reminder calls to patients when automated systems cannot contact them.
• Maintain excellent personal attire, including uniform and nametag.
• Demonstrate excellent attendance and punctuality.
• Meet department metrics.
• Abide by policies and procedures in the Employee Safety Handbook.
• Participate in the agency’s Quality Improvement Program.
• Work Monday through Friday 8:00 a.m. to 5:00 p.m.
• Other duties as assigned.

Qualifications

Education

• High School Diploma or equivalent.

Experience

• General experience working in a health care setting preferred.
• 3+ years prior experience in call‑center customer service roles.
• Strong clerical skills, including use of computer and phone.
• Bilingual English/Spanish.

Equal Opportunity Employment

CentroMed is an equal‑opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.