Call Center Representative

Description

**About Us:** GDL Connect is a US\-based company with operations in Guadalajara, Mexico, providing top\-tier nearshoring staffing solutions to lower operational costs without compromising company culture. The company focuses on cross\-cultural excellence to empower businesses to focus on expansion and growth. **About the role:** The Bilingual Call Center Representative serves as the first point of contact for patients calling the clinic. This role is responsible for professionally handling inbound calls, scheduling medical appointments, transferring callers to the appropriate department, and providing accurate information while maintaining patient confidentiality. The ideal candidate is compassionate, detail\-oriented, and comfortable working in a fast\-paced healthcare environment. **What You’ll Do**: * Answer incoming patient calls promptly and professionally in English and Spanish * Schedule, reschedule, and cancel medical appointments according to clinic protocols * Accurately identify patient needs and transfer calls to the appropriate department (clinical staff, referrals, billing, nursing, medical records, etc.) * Follow established workflows for urgent calls and escalate appropriately * Provide general information regarding clinic services, hours, and procedures * Always maintain compliance with HIPAA and patient confidentiality standards * Manage high call volumes while maintaining accuracy, empathy, and professionalism * Collaborate with clinical and administrative teams to ensure seamless patient care **Required Skills \& Experience**: * Excellent verbal communication and active listening skills * Strong customer service and patient\-centered communication * Ability to multitask and navigate multiple computer systems simultaneously * Proficiency with EHR systems, medical scheduling software, and basic office applications * Strong attention to detail and data entry accuracy * Ability to assess caller needs and route calls efficiently and appropriately * Strong organizational and time\-management skills * Compassionate, patient\-centered communication skills **What We Offer:** * Salary $20k \- $22k gross * Full **law benefits (20 days of Christman bonus at year, 37\.5% instead of 25% of vacation bonus)** * **Punctuality** and **attendance bonus of $2,200 MXN tax free monthly** * **Excellence** bonus of $1,000 MXN tax free * Caja de Ahorro * **Medical Insurance (mayor, minor and preventive)** **Schedule:** * Tuesday to Friday 09:00 \- 18:00 * Saturday 09:00 \- 14:00 Tipo de puesto: Tiempo completo Sueldo: $20,000\.00 \- $22,000\.00 al mes Beneficios: * Caja de ahorro * Días de maternidad superiores a los de la ley * Días de paternidad superiores a los de la ley * Programa de referidos * Seguro de gastos médicos * Seguro de gastos médicos mayores * Seguro dental Pregunta(s) de postulación: * Are you comfortable working in an onsite setting? * What's your salary expectation in mexican pesos and gross wisely? * Are you ok with the schedule? Idioma: * Ingles (B2 \- C1\) (Deseable) Lugar de trabajo: Empleo presencial