Contact Center Specialist (Bilingual - English/Spanish) (Baldwin Hills)
Description
The Space & Details
About This Jobs
Contact Center Specialist
Status: Full-time, Non-Exempt
Schedule: Monday through Friday, 8:00 AM to 5:00 PM (Onsite)
Location: Onsite
Bilingual (English/Spanish): Yes. A Spanish assessment is mandatory before an offer can be extended.
Pay: $25.00 - $27.29 per hour. Salary is determined based on experience level.
Position Summary
APLA Health delivers high-quality, empathetic medical care designed to meet the specific needs of every patient. We are currently looking for a Contact Center Specialist to be part of our team. This position involves managing both incoming and outgoing calls from patients and scheduling medical appointments within a supportive, mission-focused environment. Candidates must be bilingual in English and Spanish and work onsite.
Benefits Package
We provide excellent benefits, competitive wages, and a positive work atmosphere.
- Medical, Dental, and Vision Insurance
- Long Term Disability and Group Term Life/AD and D Insurance
- Employee Assistance Program and Flexible Spending Accounts
- 403b Retirement Plan with a 6% Employer Matching Contribution
- 11 Paid Holidays, 4 Personal Days, 10 Vacation Days, 12 Sick Days
- Metro reimbursement or complimentary parking
Qualifications
Training and Experience:
- High school diploma or GED required.
- At least two (2) years of experience in a medical office or other customer service capacity preferred.
- Familiarity with insurance plans, Medi-Cal, and Medicare is highly preferred.
- Bilingual in English and Spanish is required.
Knowledge Of:
- Basic computer applications (Microsoft Office Suite).
- Call center operations, HIPAA regulations, and OSHA standards.
- eClinicalWorks or similar electronic health record systems; RingCentral or comparable telephone systems.
- Managed care eligibility and health insurance options (Medicaid, Medicare, private/commercial plans).
Ability To:
- Provide unbiased, compassionate support to diverse groups.
- Uphold strict confidentiality and deliver outstanding customer service.
- Demonstrate strong active listening, proper telephone manners, and effective communication.
- Organize time efficiently, meet deadlines, and operate with limited supervision.
Special Requirements:
- COVID-19 vaccination and booster or an approved medical/religious exemption required.
Core Duties and Responsibilities
- Manage inbound and outbound patient calls, delivering precise responses to questions and issues.
- Arrange patient appointments following clinic procedures using eClinicalWorks.
- Enroll new patients and confirm insurance coverage; direct out-of-network or uninsured individuals to the enrollment team.
- Protect all personal and financial information with the highest level of confidentiality, complying with all HIPAA regulations.
- Show cultural sensitivity toward the LGBTQ+ community, underrepresented groups, and those living with or at elevated risk for HIV.
- Organize additional services, such as interpreter support or transportation, to help patients overcome obstacles to care.
- Communicate effectively with clients and patients in both English and Spanish as needed.
- Work with referral coordinators, outside agencies, and other call center staff to enhance service quality.
Other tasks may be assigned to address business requirements. Occasionally, staff may need to work outside the standard schedule due to operational needs.
Application Instructions
To submit your application for this role, please use our online application portal:
https://www.paycomonline.net/v4/ats/web.php/portal/A5559163F67395E0A2585D2135F98806/jobs/363906
You may also visit our company website at http://www.aplahealth.org to apply.
APLA Health is an Equal Opportunity Employer (EEO).