Call Center Specialist — Baltimore, MD at Health Care

About the Team

Health Care for the Homeless is a mission-driven organization committed to racial equity, social justice, and community wellness. We are a dynamic, people-first organization that centers compassion, authenticity, and hope in everything we do. Our team works to shape the future of housing and recovery services in Baltimore, advancing health equity for the community's most underserved populations.

About the Role

The Spanish-Speaking Call Center Specialist serves as the vital first point of contact for community members seeking to reach agency staff in fluent English and Spanish. You will be part of a dedicated team of six, handling calls for a small to medium-sized call center located at the 421 Fallsway Main Clinic. While the role is primarily on-site, some remote days are possible.

In this position, you will provide supportive, efficient, and high-quality customer service. Your day will involve facilitating communication between clients, vendors, and community members, ensuring one-call resolution for issues ranging from scheduling appointments to assisting with information for multiple locations. You will follow established protocols to collect necessary information for services, verify insurance, and record client data accurately in electronic health records. Beyond administrative tasks, you will be a cultural bridge, providing access that is client-centered, ethical, respectful, and inclusive.

This role is ideal for someone who thrives in a fast-paced environment, can remain calm during inflammatory circumstances, and is motivated to make a tangible difference in the lives of those experiencing homelessness or from low-income backgrounds. Candidates with Spanish skills who pass the language exam will earn an additional $4,000 annually.

Why Join Us

Joining our team means becoming part of a culture that values dignity, authenticity, hope, justice, passion, and balance. We offer:

Growth and Support: Receive training and support to grow in your advocacy and peer work.
Mission Impact: Help shape the future of housing and recovery services in Baltimore.
Community Connection: Work directly with the people we serve. Read more about the people we help here.

Hiring Process

Candidates with Spanish skills will be required to take a language exam. If you pass, you will be eligible for the bilingual premium. The interview process focuses on assessing your customer service skills, cultural competency, and fit within our interdisciplinary team.

Equal Opportunity & Compliance

Health Care for the Homeless is an equal opportunity employer. We consider qualified applicants regardless of background. All newly hired employees are required to complete the I-9 Employment Eligibility Verification form and participate in E-Verify to confirm employment eligibility in accordance with federal law. We are committed to protecting client confidentiality and maintaining compliance with HIPAA and other healthcare-related IT security regulations.

Work location

Work model: On-site

Hillen Street, Penn-Fallsway, Baltimore, Maryland, 21202, United States

Baltimore, Maryland

Key Responsibilities

check_circlePerform CSR duties including registration, scheduling, insurance verification, referrals, and enrollment
check_circleCollect client information such as consent to treat and demographics for accurate billing claims
check_circleRecord required client information accurately and promptly in the electronic health record
check_circleCollaborate with team members to improve workflows and update standard operating procedures
check_circleMaintain client confidentiality and comply with HIPAA and healthcare IT security regulations
check_circleFacilitate communication between clients, vendors, and community members with agency staff
check_circleRespond to client questions, concerns, and complaints to ensure immediate resolution

Requirements

verifiedHigh school diploma or GED
verifiedOne year of customer service experience
verifiedExperience working with people experiencing homelessness or low-income backgrounds
verifiedExperience with computers and databases, preferably medical or insurance systems
verifiedBilingual (Spanish) highly preferred
verifiedDe-escalation training preferred
verifiedE-Verify participation and I-9 work authorization

Nice to Have

Experience working with people who are experiencing homelessness or from low-income backgrounds. Experience working with computers and databases, preferably medical or insurance systems. Bilingual (Spanish) skills. De-escalation training.

Benefits & Perks

check_circleExtra $4000 annually for passing Spanish language exam

Skills, education and keywords

Skills: Spanish, Hipaa.

Education: High school diploma or GED is required.

Frequently asked questions about Call Center Specialist, Spanish-Speaking at Health Care for the Homeless

What does a Call Center Specialist, Spanish-Speaking at Health Care for the Homeless do?expand_more

Day-to-day, the Call Center Specialist, Spanish-Speaking at Health Care for the Homeless will perform csr duties including registration, scheduling, insurance verification, referrals, and enrollment; collect client information such as consent to treat and demographics for accurate billing claims; record required client information accurately and promptly in the electronic health record; and collaborate with team members to improve workflows and update standard operating procedures.

What are the requirements for this Call Center Specialist, Spanish-Speaking role?expand_more

To qualify for the Call Center Specialist, Spanish-Speaking at Health Care for the Homeless position, applicants should have: High school diploma or GED; One year of customer service experience; Experience working with people experiencing homelessness or low-income backgrounds; Experience with computers and databases, preferably medical or insurance systems; Bilingual (Spanish) highly preferred; and De-escalation training preferred.

Where is the Call Center Specialist, Spanish-Speaking role at Health Care for the Homeless located?expand_more

Call Center Specialist, Spanish-Speaking at Health Care for the Homeless is based in Hillen Street, Penn-Fallsway, Baltimore, Maryland, 21202, United States. This is a on-site role.

Is this Call Center Specialist, Spanish-Speaking job remote, hybrid, or on-site?expand_more

Health Care for the Homeless has listed this Call Center Specialist, Spanish-Speaking role as on-site.

How much experience is required for this Call Center Specialist, Spanish-Speaking role?expand_more

Call Center Specialist, Spanish-Speaking at Health Care for the Homeless typically requires 1+ years of relevant experience at the entry level level.

What skills do you need for the Call Center Specialist, Spanish-Speaking role at Health Care for the Homeless?expand_more

Key skills for Call Center Specialist, Spanish-Speaking at Health Care for the Homeless include Spanish; and Hipaa.

What education is required for Call Center Specialist, Spanish-Speaking at Health Care for the Homeless?expand_more

Educational requirements for this role: High school diploma or GED is required.

What category does the Call Center Specialist, Spanish-Speaking role belong to?expand_more

Call Center Specialist, Spanish-Speaking at Health Care for the Homeless is part of the healthcare & nursing job category on Recrutus.

Call Center Specialist, Spanish-Speaking