Outreach Call Specialist

Job Summary

The Outreach Call Specialist, reporting to the Call Center Manager, is responsible for ensuring seamless medical service delivery by proactively confirming patient attendance for upcoming appointments. This high-volume role requires a meticulous approach to detail, ensuring accurate and timely data entry within our scheduling platform. Leveraging bilingual fluency and exceptional communication skills, you will collaborate with the Contact Center team to maintain efficient workflow and consistently deliver a positive, professional consumer experience.

Duties and Responsibilities 

• Proactively engage consumers by executing 75–100 daily outbound calls to verify and secure attendance for scheduled medical appointments.
• Manage and resolve follow-up communication with consumers who have not responded to automated reminders, ensuring full coverage of the scheduling pipeline.
• Maintain data integrity by meticulously documenting all call outcomes, including attendance confirmations, cancellations, and required updates, directly within the scheduling platform.
• Provide responsive consumer support by promptly answering inbound calls and assisting individuals returning missed calls to finalize appointment details.
• Strictly adhere to critical operational timelines by completing all confirmation calls within the required 48–72 hour window prior to the appointment date.
• Facilitate seamless workflow through effective coordination and collaboration with the Contact Center team to ensure continuous, smooth operational throughput.
• Execute assigned data-entry and administrative tasks with precision and efficiency, supporting the overall accuracy of the scheduling system.
• Uphold service quality standards by consistently adhering to established communication protocols, scripting guidelines, and official scheduling procedures.

• Bilingual fluency in Spanish and English is required.
• Previous experience in a call center or high-volume communication role preferred.
• Strong verbal communication skills and a professional phone presence.
• Ability to work in a structured, fast-paced environment.
• High attention to detail and accuracy in documentation.
• Proficiency with computers and the ability to navigate multiple systems simultaneously.

Disclaimer:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this role. The duties, responsibilities, and qualifications may change at any time, with or without notice, to meet the business needs of the organization.

Hanna Interpreting Services LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

• Medical, Dental, and Vision Insurance
• 401(k) with company match
• Generous PTO and paid holidays
• Professional development opportunities
• Employee assistance program
• Company-sponsored events and activities
• Hybrid Work Environment
• Pay Range: $21-22/hour