Contact Center Agent - Bilingual, Spanish-Speaking

As an Access Management Agent, you will serve as the first point of care for patients and referral partners, delivering an exceptional, warm, and empathetic experience on every interaction. This remote role operates in a medium to high-volume, queue-based call center environment, requiring high engagement, self-discipline, and consistent availability.

About the role

You will follow ATI’s referral intake workflows to schedule appointments, accurately document accounts, complete follow-up work, and collaborate with internal partners. Success is measured through call center KPIs including quality, schedule adherence, productivity, accuracy, and conversion.

Responsibilities

• Patient Intake & Scheduling (Inbound/Outbound) – Handle medium to high-volume inbound and outbound calls from patients and referral sources; follow approved scripts and referral intake workflows; verify and capture required data; schedule appointments; support all work queues within SLA; complete accurate, timely documentation and after-call work (ACW). Demonstrate empathy, warmth, and confidence on every call, ensuring timely scheduling and clear next steps, even when barriers exist.
• Performance, Compliance & Data Accuracy – Meet individual KPI benchmarks for call/referral volume, productivity, and accuracy while safeguarding PHI and complying with HIPAA. Adhere to assigned schedules, breaks, and meetings; maintain strong attendance and punctuality.
• Issue Resolution & Escalation – Identify and proactively address barriers to scheduling; guide patients toward solutions using clear, compassionate communication, escalating appropriately to support one-call resolution.
• Team Operations & Development – Actively participate in huddles, trainings, coaching, and feedback loops; contribute process observations to improve workflows and patient experience.

Requirements

• Minimum Education Required: High School Diploma or equivalent. Preferred: Some accredited post-secondary education, ideally in medical office–related coursework (e.g., medical terminology).
• Minimum Experience Required: Prior customer service experience, ideally in a contact center/call center environment, with the ability to manage a medium to high-volume, fast-paced call environment (e.g., 50+ calls per day) while maintaining empathy, accuracy, and professionalism. Proven success working from KPIs (quality, adherence, productivity).
• Preferred: 1+ year in a customer service environment; healthcare or patient access experience a plus. Remote work experience with strong self-management, communication, and technical skills to support virtual operations.
• Familiarity with contact center platforms (e.g., RingCentral, NICE CXOne, Five9) and EHR/scheduling systems.
• Bilingual (Spanish-speaking) highly preferred.
• Workspace: Designated, distraction-free area suitable for handling PHI in a remote setting, supporting focused, uninterrupted work during scheduled hours.
• Connectivity: Stable, hardwired internet connection with a minimum speed of 75 Mbps to ensure reliable performance.

Skills

• Excellent inbound/outbound phone skills: rapport building, active listening, clear call control, and confident scheduling.
• Strong verbal and written communication; accurate, concise account notations.
• Consistent professionalism, empathy, and emotional intelligence in a fast-paced, metrics-driven environment — even during high volume or challenging interactions.
• Demonstrates genuine care for patient outcomes, not just task completion.
• Brings energy, warmth, and professionalism to every interaction, regardless of call volume.
• Comfortable taking ownership of conversations and leading patients through uncertainty (e.g., scheduling, referrals, insurance questions).
• Thrives in a highly structured, high-accountability remote environment with real-time performance visibility.
• Multitasking & systems navigation: work across multiple applications while engaging the caller; proficient typing and computer literacy are essential.
• Consistently meets attendance, quality, productivity, accuracy, conversion, and schedule adherence expectations.
• Reliable participation in assigned schedules, huddles, coaching, and training.
• Compliance: Understands and follows HIPAA and organizational privacy/security policies.

Schedule

Work schedule hours may vary and change according to business need between 6:00 AM to 10:00 PM. Candidates must have open availability within these hours on weekdays.

Pay

$17.50-$22.74 per hour, with a competitive compensation package including an incentive plan.

Benefits

• Paid Time Off: Generous PTO, holiday pay, CEU, and “Be Well Days” to recharge and prioritize mental and physical health.
• Medical, Dental & Vision Coverage: Flexible plan options.
• 401(k) Match: Competitive employer matching.
• Childcare Tuition Assistance: Discounted rates.
• Health Savings & Flexible Spending Accounts: Tax-saving options.
• Short- & Long-Term Disability: 100% employer-paid income protection plans.
• Life Insurance: Employer-paid and voluntary options.
• Parental Leave & Adoption Assistance: Paid time for new parents and support for adoption costs.
• Wellness Programs: Including weight-loss and lifestyle coaching, digital mental-health support, and 24/7 virtual telehealth access.
• Corporate Discounts: Exclusive deals for employees.