Call Center Agent

About us 

Avenue 360 is a Federal Qualified Healthcare Center (FQHC) that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical, dental, and behavioral health needs as well as addressing non-medical drivers of health like housing and transportation. Our compassionate care extends to those with and without insurance. We strive to not only be the provider of choice but the employer of choice.  

Our Values PACT 

• We take PRIDE in our work.   

• We have a positive ATTITUDE. 

• We are CARING and CUSTOMER-SERVICE oriented. 

• We are a TEAM. 

Role Overview  

The Call Center Agent plays a vital role in creating a positive and seamless experience for patients contacting Avenue 360 Health & Wellness. As the first point of contact by phone and other communication channels, this position assists callers with scheduling appointments, obtaining information, and navigating available services. By delivering exceptional customer service, managing information accurately, and supporting efficient call center operations, the Call Center Agent helps foster a patient centered, solution oriented environment. 

Areas of Accountability 

This position is directly accountable for the following key areas: 

1. Patient Experience & Customer Service 

• Provide an exceptional, welcoming, and professional interaction for every caller. 

• Demonstrate a positive attitude, empathy, optimism, and a strong commitment to service. 

• Assist callers by identifying needs, answering questions, and finding timely solutions. 

• Communicate clearly using proper language, grammar, tone, and professionalism. 

1. Call Handling & Communication 

• Properly greet callers and follow established call scripts when applicable. 

• Manage high volumes of inbound and outbound calls, including appointment reminders, outreach efforts, and follow-ups. 

• Respond to customer emails and other non‑phone inquiries. 

• Utilize phonetic headsets and maintain productivity throughout the shift. 

1. Appointment Scheduling & Coordination 

• Schedule, update, and manage patient appointments and referrals accurately. 

• Confirm details, verify caller identity when appropriate, and ensure accuracy in all scheduling actions. 

• Support patients by understanding basic healthcare terminology such as primary care, benefits, and HIPAA requirements. 

• Ensure daily call center schedules and tasks are fully dispositioned. 

1. Information Management & Documentation 

• Complete all required data entry, call logging, and reporting in a timely and accurate manner. 

• Update and maintain account information within internal databases and systems. 

• Research information using available resources, FAQs, websites, electronic forms, and internal references. 

• Maintain confidentiality, privacy, and compliance standards. 

1. Technology & System Navigation 

• Use computers, MS Windows, email, online forms, and websites efficiently. 

• Perform quick and accurate keyboard typing and mouse navigation. 

• Navigate scheduling tools, call center software, and relevant electronic systems. 

1. Performance & Productivity 

• Meet organizational key performance goals for call center volumes. 

• Maintain consistent accuracy, follow-through, and service quality standards. 

• Demonstrate adaptability in a fast-paced, changing environment. 

1. Flexibility & Additional Responsibilities 

• Provide cross coverage to other clinics as needed. 

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed. 

• Perform additional duties or special projects assigned to support organization operations. 

• Understand that the responsibilities listed are not intended to be all-inclusive and may evolve based on the needs of the clinic. 

Education, Licensure/Certification: 

• High school diploma or GED required. 

Experience, Skills/Abilities Related Requirements: 

• Minimum of 1 year of experience in a call center, customer service, or administrative setting. 

• Bilingual English/Spanish strongly preferred, with strong verbal and written skills. 

• Experience working with patients, clients, or the public in a fast‑paced environment preferred. 

• Customer service‑oriented with a professional, pleasant, and articulate phone voice. 

• Strong ability to multitask while maintaining accuracy and attention to detail. 

• Demonstrated competency in communication, problem‑solving, and maintaining professionalism under pressure. 

• Soft skills such as empathy, adaptability, teamwork, and a service‑oriented mindset. 

• Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred. 

Continuing Education and Training Requirements: 

• Participates in all required training and continuing education as outlined by the organization, funding sources, and any applicable licensure requirements.