Job Title: Call Center Agent

 

About the Company:

Our client specializes in connecting patients with Registered Dietitians providing medical nutrition therapy and counseling. They are committed to improving health outcomes by facilitating access to professional nutritional guidance.

 

Job Description:

We are seeking a dedicated and self-motivated Call Center Agent to join our client's team. As the first point of contact for patients and healthcare providers, you will play a key role in delivering excellent customer service and supporting the coordination of medical nutrition therapy services. This is a full-time, 100% remote position ideal for someone with strong communication skills and the ability to manage a high volume of interactions with professionalism.

 

Responsibilities:

• Answer all incoming calls and identify the needs of patients, Primary Care Physician offices, or other callers.

• Assist patients or physicians with inquiries, requests, and general information.

• Create new leads in Zoho CRM for patients requesting their initial appointment.

• Locate and update patient records within Zoho CRM based on call information.

• Schedule follow-up appointments and manage calendar availability.

• Transfer calls to Appointment Setters when the issue requires escalation or additional handling.

• Proactively help reduce cancellations and reschedules by communicating with empathy and clarity.

• Approve or process appointment changes with sufficient lead time.

• Retrieve and update lab results upon request by Registered Dietitians.

• Support other departments as needed (e.g., translating consults, processing payments, patient outreach, or completing ad-hoc tasks).

 

Required Experience and Qualifications:

• Prior experience in a call center or customer service role.

• Excellent verbal communication and interpersonal skills.

• Ability to manage consecutive calls independently and effectively.

• High attention to detail with problem-solving skills.

• Proficiency in Excel and Google Sheets.

• Bilingual proficiency in Spanish.

• Ability to adapt quickly in a dynamic and remote working environment.

 

Preferred Skills:

• Experience using RingCentral and Zoho CRM is a strong plus.

 

Personality:

• Patient, empathetic, and highly communicative.

• Organized and proactive in handling follow-ups and incomplete tasks.

• Calm under pressure and focused on resolution.

• Collaborative mindset and willingness to support multiple functions.

 

Software & Tools:

• Zoho CRM

• RingCentral

• Excel

• Google Sheets

 

English Level:

C2, Native

 

Schedule:

Monday to Thursday: 9:00 AM - 6:00 PM PST / Friday: 8:00 AM - 5:00 PM PST

 

Salary and Benefits:

• Full-time remote position

• Payment in USD or Local Currency according to candidate's preference.