Hybrid Call Center Representative

AppleOne Employment Services; San Juan (PR); Hybrid; USD 16,000 - 22,000; Full time

Job summary

AppleOne Employment Services is seeking a Hybrid Call Center Representative in San Juan, PR to support patients with scheduling, information verification, and records updates. This temp-to-hire role offers a structured, team-oriented environment with opportunities for growth in healthcare customer support.

The position requires 1+ year of customer service, bilingual English/Spanish proficiency, and ability to work 40 hours weekly within a 7:00 AM–11:00 PM window.

Qualifications

• 1+ year of customer service in fast-paced settings.
• Proficient in English and Spanish, written and spoken.
• Experience with MS Office and Google Workspace.
• Ability to learn and navigate complex computer systems.
• Strong troubleshooting and problem-solving abilities.
• Maintain confidentiality and HIPAA compliance.
• Commit to 40-hour workweek within schedule.
• Clear communication, attention to detail, professional demeanor.

Responsibilities

• Handle inbound/outbound calls to identify patient needs.
• Schedule, reschedule, confirm, and cancel appointments.
• Update patient demographics and records.
• Create new patient accounts and import documents.
• Transfer calls and escalate as needed.
• Maintain HIPAA compliance and confidentiality.

Skills

Customer service

Bilingual English/Spanish

Communication skills

Problem solving

HIPAA confidentiality

Tools

Microsoft Word

Microsoft Excel

Google Docs

Google Sheets

Job description

Job Summary

We are seeking a Hybrid Call Center Representative for a temp-to-hire opportunity in San Juan, PR within the healthcare services industry. As a Hybrid Call Center Representative, you will support patients by managing appointment scheduling, verifying information, updating records, and helping callers get connected to the right healthcare resources. This is a great opportunity to build a long-term career in healthcare customer support with a team-oriented environment, structured processes, and supportive leadership focused on quality service and professional growth.

Key Responsibilities

• Handle inbound and outbound calls to identify patient needs and provide timely support.
• Schedule, reschedule, confirm, and cancel patient appointments accurately.
• Enter, review, and update patient demographics, consent forms, insurance eligibility, and payer source information.
• Create new patient accounts, import registration documents, and maintain accurate electronic health record documentation.
• Transfer calls, relay messages to physicians or nurses, and escalate inquiries when needed.
• Maintain patient confidentiality and meet performance, quality, and HIPAA compliance standards.

Compensation and Benefits

• Pay rate: $13.85 per hour.
• Job type: Temp-to-hire.
• Location: San Juan, PR.
• Work arrangement: Hybrid.
• Schedule: 40-hour workweek during standard business operating hours, Monday through Sunday, between 7:00 AM and 11:00 PM.
• This is a 24/7 operational environment that may include weekends, holidays, overtime based on business needs, and Daylight Saving Time schedule changes.

Required Qualifications and Skills

• 1+ years of customer service experience in a fast-paced environment.
• Professional verbal and written proficiency in both English and Spanish.
• Experience using Microsoft Word, Microsoft Excel, Google Docs, or Google Sheets.
• Ability to learn and navigate complex computer systems.
• Strong troubleshooting, follow-up, and problem-solving skills.
• Ability to maintain confidentiality and follow HIPAA-related requirements.
• Ability to commit to a 40-hour workweek within the required operating schedule.
• Strong communication skills, attention to detail, and ability to remain calm and professional during patient interactions.

Preferred Qualifications

• Experience in a medical, dental, healthcare office, or appointment scheduling environment.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.