Call Center Agent

Requirements

• Strong communication skills in English (and/or the local language used by the customer base), with the ability to explain information clearly.
• Comfort working in a call-center environment with multi-tasking (phone, computer, and case management tools).
• Basic computer literacy and willingness to learn our customer service and tracking platforms.
• High attention to detail to ensure accurate data entry and correct handling of member requests.
• Empathy and respect, especially when customers are anxious or require urgent help.
• Ability to follow procedures, scripts, and compliance requirements related to health information.
• Reliability and a service mindset: we expect punctuality, ownership, and consistency in daily work.
• No formal experience is required, but prior customer service or call-handling exposure is a plus.
• Willingness to work rotating shifts when business needs require it (if applicable).

We value people who can stay calm under pressure, communicate with tact, and keep each interaction focused on the best possible outcome for the member.

Projects

We are Eps Entidad Promotora de Salud, a health-focused organization that supports people by coordinating services, answering inquiries, and guiding members through their care journey. Our call center is a critical front line for providing accurate information, reducing response times, and ensuring that requests are handled with empathy and compliance. In this role, we will strengthen our customer service capacity by supporting inbound and outbound contact needs, maintaining high-quality communication standards, and helping streamline internal workflows through clear documentation and effective ticketing.

Key responsibilities

• Answer inbound calls and respond to member requests, questions, and guidance with professionalism and clarity.
• Identify the needs behind each contact and direct customers to the appropriate channel, team, or process.
• Record all interactions accurately in our systems, including outcomes, references, and follow-up requirements.
• Perform verification steps according to internal procedures while protecting confidential information.
• Support appointment and process coordination when applicable, ensuring members receive correct instructions.
• Follow scripts and service guidelines, while adapting communication style to each customer situation.
• Escalate complex cases to the corresponding teams, providing complete context to speed resolution.
• Meet productivity and quality targets (e.g., response time, first-contact resolution, and documentation quality).

Benefits

We provide a role focused on meaningful member support within a healthcare organization. You will work within structured service processes, receive guidance on communication standards, and collaborate with internal teams to improve resolution quality.If you want to build a stable career in customer service while supporting healthcare members, we encourage you to apply through the company’s official hiring channel.

Desirable

• Experience in customer service, contact centers, or administrative support roles.
• Knowledge of basic healthcare service concepts (for example, enrollment processes, service requests, and documentation flows).
• Familiarity with CRM/case management systems or ticketing tools.
• Experience handling escalations and providing complete case notes.
• Comfort working with performance metrics and continuous improvement practices.