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Medical Call Center Representative (BILINGUAL)

JOB TITLE: Medical Call Center Representative (BILINGUAL)

DEPARTMENT: Integrated Health Services

FLSA: Full-Time; Hourly/Non-Exempt

DURATION: Open Until 03/31/2022

HIRING RANGE: $15.00/hour to $18.00/hour

Position Purpose

Responsible for operating a multi-line telephone to answer all incoming calls for the integrated health centers in a polite and professional manner and direct the incoming calls to the appropriate department or staff member/voice mailbox. The Medical Call Center Representative will assist with the responsibility of inputting complete, correct patient demographic information in the electronic health records. Position will participate in QI activities as needed.

Due to the volume of applications received, please do not contact the OIC Human Resources Department to check the status of an application, as we will be unable to provide this information over the phone. All applicants will be reviewed and those deemed most qualified will be contacted for interview. Jobs will be open for a maximum of 30 days from initial posting.

Essential Duties And Responsibilities

· Answers incoming calls promptly and in a polite and professional manner.

· Determines the purpose of caller and forwards the incoming calls to the appropriate staff member/voice mailbox;

· Obtain and enter accurate demographic information into the electronic health records by screening patients for current contact information, such as address and telephone number, new patient visit and informs patient of adequate information that is required at the time of visit which includes updating/validating patient insurance information.

· Schedules, cancels, reschedules a variety of appointments for patients based on their need following established guidelines;

· Accurately documents and delivers messages to providers and other staff via electronic health records;

· Provides general information to incoming caller regarding our facility, address and the services we provide;

· Refers patient complaints to appropriate designated staff as needed.

· Exercises utmost diplomacy and tact to provide excellent customer service in adherence to confidentiality and privacy requirements at all times;

· Ensures adequate telephone coverage at all times;

· Makes sure the phone system is working properly;

· Other duties as assigned.

Thank you for your interest in employment with OIC, Inc.


High School diploma or GED. One-year of clerical/telephone and/or switchboard experience.

Fluent in Spanish and English

Other Skills & Abilities 

· Must possess a positive attitude with the ability to use good sound judgement for prompt resolutions.

· Ability to communicate effectively on the telephone by actively listening to the caller, process the information and accurately handle the caller’s need in a quick manner.

· Ability to identify and subtly steer conversations to diffuse a caller’s anger.

· Ability to recognize the power of their tone of voice and the effect it has on the caller’s perception.

· Ability to recognize when to express empathy by being able to develop a strong rapport to make the caller fell that someone is listening and understanding their need.

· Must be able to demonstrate excellent customer service at all times.

· Multi-tasking combined with medical knowledge, terminology and company protocol are essentials for attaining performance standards such as time-per-call, daily call volume, etc.

Equal Opportunity Employeer

OIC, Inc. is an equal opportunity employer.  OIC, Inc. offers equal opportunities to applicants and employees and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, political affiliation and/or any other status protected by law.

Diversity Statement

OIC, Inc. is committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling OIC, Inc.’s vision and goals.

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Copyright © 2022 All rights reserved. This health center is a FQHC Health Center Program grantee under 42 I.S.C. 254b, and a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n).

OIC Family Medical Center receives HHS funding and has Federal Public Health Service (PHS) deemed employment status with respect to certain health or health-related claims, including medical malpractice claims, for itself and its covered individuals.

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