Bilingual Call Center Representative

Bilingual Call Center Representative (Spanish-English) - Total Health Care

Total Health Care is a leading Federally Qualified Health Center (FQHC) committed to delivering high-quality care to all members of the community, with a special focus on serving those most in need. Each year, they provide comprehensive healthcare services to nearly 30,000 patients across Metropolitan Baltimore, many of whom are at or below 200% of the federal poverty level. With a mission centered on improving the health and well-being of the communities they serve, Total Health Care plays a vital role in enhancing the quality of life for Baltimore residents. 

Position Summary
Reporting directly to the Contact Center Supervisor (Riley) or designee, the Bilingual Call Center Representative serves as the front line of communication for all incoming calls. This role requires fluency in both English and Spanish and the ability to provide exceptional service by scheduling appointments, addressing inquiries, and routing calls appropriately across departments.

Key Responsibilities

Provide excellent customer service in both English and Spanish to patients, staff, and the public

Schedule age-appropriate appointments, verify patient demographics, and collect insurance information

Obtain prior authorizations for services when necessary

Educate patients on their appointment needs and follow-up procedures

Answer and triage all inbound calls, directing them to appropriate personnel or departments

Accurately take and relay messages in a timely manner

Serve as the initial point of contact, clearly communicating available services

Perform other administrative duties as assigned

Minimum Requirements 

***1+ years' experience in a high-volume customer-facing role

Previous work in a call center, healthcare environment, or with medical terminology preferred

Fluency in Spanish and English (spoken and written) required

Strong computer skills with proficiency in Microsoft Office

Experience with FQHC operations or similar healthcare settings a plus


Skills and Attributes

Clear, professional verbal and written communication

Outstanding organizational, problem-solving, and multitasking skills

Ability to maintain professionalism under pressure and manage competing priorities

Strong interpersonal skills with a customer-first mindset

Ability to work independently while supporting team goals

Culturally competent with a sensitivity to diverse populations