What are the responsibilities and job description for the Bilingual Call Center Representative position at KeyStaff, Inc?
Call Center Agent / Healthcare Call Center Representative
Location: On-site – Pompano Beach, FL
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Pay Rate: $18.00/hour
Position Summary
The Call Center Agent is responsible for coordinating and scheduling clinical appointments between patients, health plan members, and clinical staff. This role requires managing a high volume of outbound calls to arrange in-home or facility-based visits. The ideal candidate is confident in outbound calling, thrives in a fast-paced, metrics-driven environment, and delivers a high level of professionalism and patient-focused service in every interaction.
Key Responsibilities
- Conduct high-volume outbound calls to schedule clinical appointments
- Coordinate scheduling between patients, members, and clinical teams
- Handle cancellations, reschedules, and urgent scheduling changes efficiently
- Follow call scripts while confidently overcoming objections and communicating value
- Accurately document all interactions in CRM and scheduling systems
- Meet or exceed key performance metrics (KPIs), including call volume and appointment conversion rates
- Maintain adherence to workforce management (WFM) schedules and expectations
- Deliver professional, compassionate, and patient-centered customer service
- Partner with internal teams to ensure seamless care coordination
Required Qualifications
- Minimum 1 year of outbound call center experience (required)
- Minimum 1 year of sales or collections experience (required)
- Minimum 1 year of customer service experience
- Bilingual English/Spanish
- Strong computer skills with the ability to navigate multiple systems simultaneously
- Familiarity with CRM systems (e.g., Salesforce) and dialers (e.g., Five9) preferred
- Understanding of performance metrics (KPIs) and ability to meet targets
- Excellent verbal communication and active listening skills
- Comfortable working in a fast-paced, performance-driven environment
- Experience with workforce management (WFM) and schedule adherence
- Ability to follow scripts, overcome objections, and communicate effectively
What We’re Looking For
- Goal-oriented and motivated by performance metrics
- Strong problem-solving skills and adaptability
- Professional, reliable, and team-oriented mindset
Salary : $18