To provide exceptional patient care, the full-time Bilingual Contact Center Agent will manage inbound and outbound calls, schedule appointments, and document interactions in a remote, high-volume call center environment while adhering to performance metrics and compliance standards. Key responsibilities Handle patient intake and scheduling by managing a high volume of calls, following scripts, and ensuring timely documentation Meet individual performance benchmarks for call volume, productivity, and data accuracy while complying with HIPAA regulations Proactively resolve scheduling barriers and guide patients towards solutions, escalating issues when necessary Required qualifications High School Diploma or equivalent Prior customer service experience in a contact center with the ability to manage a fast-paced environment Proven success working with KPIs related to quality and productivity Bilingual in Spanish is highly preferred Familiarity with contact center platforms and EHR/scheduling systems is a plus