Bilingual Contact Center Operating Agent

Overview

We are seeking professional, detail-oriented Call Center Agents to support medical practices and clinics across the United. While a medical background is not required, it is considered a plus. The ideal candidate will have exceptional English communication skills, a proven track record in customer service, and experience handling clients in a call center setting.

This role involves handling inbound and outbound calls, booking and modifying appointments, responding to inquiries, and documenting call details with a high degree of accuracy and professionalism.

Key Responsibilities

- Handle inbound and outbound calls on behalf of U.S.-based medical clinics and practices.
- Schedule, confirm, reschedule, or cancel patient appointments using clinic-specific systems.
- Document patient details and call interactions accurately and thoroughly.
- Maintain a professional, empathetic, and courteous tone throughout every interaction.
- Follow HIPAA and data privacy regulations when managing sensitive patient information.
- Escalate complex or urgent matters appropriately while maintaining ownership of the interaction.
- Utilize multiple systems and resources efficiently while on calls.
- Meet key performance indicators (KPIs) including call quality, adherence, AHT, and attendance.
- Collaborate with supervisors, quality teams, and peers to ensure service excellence.
- Participate in regular coaching, quality reviews, and process training.

Required Qualifications

- High school diploma or equivalent (associate degree is a plus).
- Previous call center experience, ideally supporting U.S.-based customers.
- Fluent English communication skills ? both verbal and written, with excellent grammar and clarity.
- Outstanding attention to detail ? must be able to capture and enter information with 100% accuracy.
- Ability to type at least 35 WPM with minimal errors.
- Comfortable navigating multiple applications and multitasking in a high-volume environment.
- Strong problem-solving and customer service skills.
- Able to work flexible hours, including evenings, weekends, or holidays as needed.

Preferred Qualifications

- Experience working in healthcare or supporting medical accounts.

Key Attributes

- Attention to Detail: Critical for recording accurate patient and appointment information.
- Clear Communication: Professional and empathetic phone presence, with excellent grammar.
- Empathy & Patience: Able to handle sensitive conversations with tact and professionalism.
- Multitasking: Efficiently uses multiple systems and tools while on live calls.
- Adaptability: Responds positively to feedback and process changes.
- Reliability: Punctual and consistent in attendance and performance.

Employment Type: Full-time | Rotational Shifts | ***ONSITE POSITION***

- Monthly bonus based on goal achievement. Applies after the third month of the contract.
- Health insurance. Applies after the third month of the contract.
- Life insurance. Applies after the third month of the contract.