Job Description

About Avenue360 Health and Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

Our Values PACT

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

About us

Avenue 360 is aFederalQualified HealthcareCenter(FQHC)that strives to provide high quality and caringserviceto promote healthy people and communities. Our 360-degree approach addresses medical, dental, and behavioral health needs as well as addressing non-medical drivers of health like housing and transportation.Our compassionate care extends to those with and without insurance. Westrive to not only be the provider of choice but the employer of choice.

OurValues PACT

• We take PRIDE in our work.

• We have a positive ATTITUDE.

• We are CARING and CUSTOMER-SERVICE oriented.

• We area TEAM.

The Call Center Agent plays a vital role in creating a positive and seamless experience for patients contacting Avenue 360 Health & Wellness. As the first point of contact by phone and other communication channels, this position assists callers with scheduling appointments, obtaining information, and navigating available services. By delivering exceptional customer service, managing information accurately, and supporting efficient call center operations, the Call Center Agent helps foster apatient centered,solution orientedenvironment.

Areas of Accountability

This position is directly accountable for the following key areas:

1. Patient Experience & Customer Service

• Provide an exceptional, welcoming, and professional interaction for every caller.

• Demonstrate a positive attitude, empathy, optimism, and a strong commitment to service.

• Assistcallers byidentifyingneeds, answering questions, and findingtimelysolutions.

• Communicate clearly using proper language, grammar, tone, and professionalism.

1. Call Handling & Communication

• Properly greet callers and follow established call scripts when applicable.

• Manage high volumes of inbound and outbound calls, including appointment reminders, outreach efforts, andfollow-ups.

• Respond to customer emails and othernon‑phoneinquiries.

• Utilize phonetic headsets andmaintainproductivity throughout the shift.

1. Appointment Scheduling & Coordination

• Schedule, update, and manage patient appointments and referrals accurately.

• Confirm details, verify caller identity whenappropriate, and ensure accuracy in all scheduling actions.

• Support patients by understanding basic healthcare terminology such as primary care, benefits, and HIPAA requirements.

• Ensure daily call center schedules and tasks are fullydispositioned.

1. Information Management & Documentation

• Complete all required data entry, call logging, and reporting ina timelyandaccuratemanner.

• Update andmaintainaccount information within internal databases and systems.

• Research information using available resources, FAQs, websites, electronic forms, and internal references.

• Maintain confidentiality, privacy, and compliancestandards.

1. Technology & System Navigation

• Usecomputers, MS Windows, email, online forms, and websites efficiently.

• Perform quick andaccuratekeyboard typing and mouse navigation.

• Navigate scheduling tools, call center software, and relevant electronic systems.

1. Performance & Productivity

• Meet organizational key performance goals for call center volumes.

• Maintain consistent accuracy,follow-through, and service quality standards.

• Demonstrate adaptability in afast-paced, changing environment.

1. Flexibility & Additional Responsibilities

• Providecross coverageto other clinics as needed.

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed.

• Performadditionalduties or special projects assigned to supportorganizationoperations.

• Understand that the responsibilities listed are not intended to beall-inclusiveand may evolve based on the needs of the clinic.

Education,Licensure/Certification:

• High school diplomaor GEDrequired.

Experience,Skills/Abilities Related Requirements:

• Minimum of 1 year of experience ina call center,customer service, or administrative setting.

• Bilingual English/Spanish strongly preferred, with strong verbal and written skills.

• Experience working with patients, clients, or the public in afast‑pacedenvironment preferred.

• Customerservice‑orientedwith a professional, pleasant, and articulate phone voice.

• Strong ability to multitask whilemaintainingaccuracy and attention to detail.

• Demonstrated competency in communication,problem‑solving, andmaintainingprofessionalism under pressure.

• Soft skills such as empathy, adaptability, teamwork, and aservice‑orientedmindset.

• Proficiencywith electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred.

Continuing Education and Training Requirements:

• Participates in all required training and continuing education as outlined by the organization, funding sources, and any applicable licensure requirements.