Lead Call Center Representative

Lindsay, United States

Job Title: Lead Call Center Representative
Company: Living Water Clinic
Location: Lindsay, California

Position Overview:

We are seeking a bilingual Lead Call Center Representative, proficient in both Spanish and English, who will serve as a key point of contact for our call center team. The ideal candidate is a strong communicator, highly organized, and passionate about mentoring team members while delivering exceptional patient service. This individual will oversee daily operations of the call center, support staff development, and ensure adherence to service standards and procedures.

Summary of Responsibilities:

Supervise and support a team of call center representatives to ensure performance standards are met
Serve as the first point of escalation for complex or sensitive patient issues, ensuring prompt and effective resolution
Monitor call flow, performance metrics, and appointment scheduling trends to optimize efficiency
Assist with training and onboarding of new call center staff; provide ongoing coaching and feedback.
Answer incoming calls and assist with scheduling appointments when needed, demonstrating a commitment to excellent service.
Ensure compliance with organizational protocols, patient confidentiality (HIPAA), and customer service standards.
Conduct quality assurance reviews and provide regular performance updates to management.
Collaborate with clinic leadership to develop and refine call center procedures.
Maintain comprehensive knowledge of all services, insurance requirements, financial assistance programs, and EMR system workflows.
Support outreach initiatives, including patient follow-ups and care gap closures.
Attend and contribute to department meetings, training sessions, and quality improvement efforts

Education:

High School Graduate or equivalent required. Associate’s Degree or relevant certification preferred

Prior Experience:

Minimum one to two (1-2) years of experience in a medical call center or healthcare customer service environment
At least one (1) year of leadership, supervisory, or training experience strongly preferred
Prior experience with scheduling, insurance verification, and electronic medical records (EMR) is highly desirable

Skills:

Bilingual in English and Spanish is required
Strong leadership and team-building skills
Excellent verbal and written communication skills
Proficiency in problem-solving and conflict resolution
Intermediate to advanced computer skills, with experience in EMR systems
High attention to detail and strong organizational skills
Ability to work independently and manage multiple priorities
Demonstrated professionalism, reliability, and discretion in handling confidential information

Physical Requirements:

Reliable transportation
Ability to lift 20 or more pounds
Sit for long periods of time

We Offer:

Competitive Salary
Health, Dental, Vision Insurance
401(k) Matching
Paid Time Off
Mon - Fri 8-5
4 Paid Holidays

Living Water Clinic prides itself on providing loving, quality care to our patients. If you are a motivated and compassionate leader with a passion for patient-centered service, we encourage you to apply for this position.

Our organization is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

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