Call Center Representative- Bilingual

At Capital Area Health Network, we are committed to more than just providing healthcare—we are dedicated to transforming lives through compassion, excellence, and purpose-driven service. As a valued member of our mission-focused medical team, you'll be part of a culture that fosters our CAHN Cares:

Compassion — We treat every person with dignity and fairness, embracing all and ensuring no one is alienated or discriminated against.
Accountability — We safeguard the confidentiality of our patients and staff and are transparent in reporting to stakeholders and the community.
Reverence — We answer a higher call to serve, uplift those in need, and create a community rooted in mutual respect and shared humanity.
Excellence — We are committed to continuous learning and professional development, ensuring the delivery of culturally responsive, high-quality care.
Stewardship — We responsibly manage our resources to benefit both the organization and the community we serve.

We offer comprehensive primary care, dental services, and behavioral health support to our patients, ensuring every individual receives the quality care they deserve—regardless of language, background, or circumstance.

Our mission is clear: To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life.
Discover a place where your work makes a difference. Discover Capital Area Health Network.

JOB SUMMARY

Capital Area Health Network’s Bilingual Call Center Representative (English/Spanish) will be responsible for answering inbound phone calls for CAHN’s Call Center department and must have strong verbal communication skills in both English and Spanish. The position includes scheduling medical appointments and transportation for new and existing patients while ensuring culturally and linguistically appropriate service.

ESSENTIAL FUNCTIONS

• Answer phones and respond to online appointment requests in both English and Spanish.

• Accurately schedule patient appointments for all physicians and locations using knowledge of each provider’s specialty, schedule, and accepted insurances.

• Enter or verify all personal and billing information when scheduling appointments for new or established patients.

• Obtain identification data, insurance, and income information as needed.

• Accurately schedule all appointments with transportation requests in coordination with the Transportation Department.

• Identify, research, and resolve patient issues using eClinicalWorks (CAHN’s EHR) and contact other CAHN employees when necessary.

• Educate patients—verbally and in writing—about the importance of making and keeping appointments.

• Provide clear and culturally appropriate educational information to all patients, including an overview of CAHN’s services and scheduling procedures.

• Recognize, document, and alert the supervisor of trends in patient calls.

• Update patient information in the Electronic Health Record (eClinicalWorks).

• Perform other administrative duties and related tasks as assigned.

• Adhere to all CAHN standards, guidelines, policies, and procedures.

• Perform other duties as assigned by the supervisor.

SCHEDULE

Monday – Friday, 8:00 a.m. – 5:00 p.m. (with potential for extended hours).

EDUCATION AND EXPERIENCE

• High school diploma, GED, or equivalent (minimum).

• One to three years of progressive customer service experience.

• Experience in a call center and/or medical office is highly desirable.

• Fluency in both English and Spanish (required).

• Familiarity with eClinicalWorks is a plus.

• Basic office skills: typing, faxing, scanning, and telephone etiquette.

KNOWLEDGE, SKILLS, ABILITIES, AND CHARACTERISTICS

• Bilingual Communication – Must possess strong verbal and written communication skills in English and Spanish, with the ability to clearly and compassionately assist patients in both languages.

• Customer Service – Excellent customer service and interpersonal skills with internal and external customers.

• Confidentiality – Knowledge of HIPAA guidelines and commitment to maintaining patient confidentiality.

• Flexibility – Able to work a flexible schedule and support CAHN events outside of regular business hours.

• Problem Solving – Strong analytical and resolution skills.

• Detail-Oriented – Able to observe details and complete tasks accurately and efficiently.

• Autonomous and Proactive – Capable of working independently, showing initiative, and managing time effectively.

• Multi-Tasking – Able to handle multiple priorities in a fast-paced environment.

• Motivated and Reliable – A self-starter who demonstrates consistency, punctuality, and accountability.

• Commitment – Dedicated to CAHN’s mission, vision, and values, and committed to providing equitable, culturally competent care.

BENEFITS

Your Benefits at Capital Area Health Network (CAHN):

We value our team, and it shows in our benefits. As a CAHN employee, you’ll enjoy:

Health Coverage

• Medical, Dental, and Vision Insurance

• Secondary Gap Insurance

• Prescription Drug Plan

• Supplemental Policies through Colonial Life

Financial Security

• Short-Term Disability

• 401(k) Retirement Plan with up to 3% Company Match

• Employer-Sponsored Short-Term Disability

• Employer-Paid Life and AD&D Insurance

Work-Life Balance

• Paid Time Off (PTO) accrued from Day 1

• Self-Care Floating Holidays

• 8.5 Paid Holidays

Additional Support

• Employee Assistance Program (EAP)

• Public Service Loan Forgiveness

We’re committed to supporting your well-being—at work and beyond.

QUALIFICATIONS

To perform this job successfully, the employee must be able to perform each essential function satisfactorily and meet the physical and mental requirements of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DISCLAIMER

This position carries a high risk of exposure to infectious agents, including HIV, hepatitis, and TB. The above duties and responsibilities are essential job functions subject to reasonable accommodations. All job requirements listed indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job proficiently. This job description is not intended to be an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other job-related instructions as requested by their supervisor, subject to reasonable accommodation.

Education and Experience:

• High school diploma or equivalent required.
• Associate or bachelor’s degree in healthcare administration, business, or related field preferred.

Required Knowledge, Skills and Abilities:

• Minimum of 2–3 years of supervisory experience in a call center or customer service environment.
• Experience in a healthcare setting, preferably in an FQHC or community health center, is strongly preferred.
• Working knowledge of EHR systems (e.g., eClinicalWorks, NextGen, Epic) is a plus.
• Skills:
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office Suite.
• Bilingual (English/Spanish or other language commonly spoken by patient population) preferred.
• Work Environment & Physical Demands:
• Office
• Ability to sit for extended periods and use a computer and telephone headset.
• Occasional lifting of office supplies or materials under 20 lbs.

Our Core Values

“Values that matter…because CAHN C.A.R.E.S.”

• Compassion
• Accountability
• Reverence
• Excellence
• Stewardship

Commitment to Diversity, Equity, and Inclusion:

Capital Area Health Network is an Equal Opportunity Employer.  Our intention is to be an organization that shows up for people, enabled by a culture of belonging that is rooted in diversity, equity and inclusion and reflective of the people and community we serve. We commit ourselves to enabling a workplace and a world where everyone feels they belong and unlocking potential for people everywhere. When no one gets left behind, when we move forward together, we can create limitless possibilities for all.