Call Center Specialist I

Northwest Human Services is a non-profit leader in providing advocacy, quality healthcare and social services in Marion and Polk counties since 1970.

Call Center Specialists I

Location: West Salem Clinic | 1233 Edgewater St NW, Salem, OR

Schedule: Full Time | Monday–Friday with rotating Saturdays

Hours: 9am – 5:30pm

Reports to: Patient Care Access Supervisor

Be the Welcoming Voice that connects our community to care.

At Northwest Human Services (NWHS), access to quality healthcare starts with a meaningful connection. As a nonprofit community health center serving Marion and Polk counties, we provide affordable, compassionate medical, dental, mental health, and social services to individuals and families from all walks of life.

As a Call Center Specialist , you are often the first voice patients hear when seeking care. Through your patience, professionalism, and commitment to service, you help patients navigate their healthcare needs, connect with the right resources, and feel welcomed, respected, and supported.

Your voice matters. Your compassion makes a difference. Help connect our community to care at NWHS.

What You'll Do

Create Welcoming Connections

• Serve as a primary point of contact for patients, answering incoming calls with warmth, professionalism, and respect.
• Listen carefully to patients’ needs and provide clear, helpful information about services and next steps.
• Create a positive first impression that reflects NWHS's commitment to compassionate, equitable care.

Connect Patients to Care

• Assist patients with appointment-related inquiries, scheduling needs, and service navigation according to established procedures.
• Direct calls and inquiries to the appropriate departments, providers, or resources.
• Communicate effectively with clinic teams to support timely responses and coordinated patient care.

Solve Problems with Compassion

• Respond to questions and concerns with patience, empathy, and sound judgment.
• Help resolve routine issues while recognizing when a concern requires escalation.
• Support patients who may experience barriers to care, treating each interaction with dignity and cultural sensitivity.

Keep Information Accurate and Secure

• Document calls, messages, and patient information accurately and promptly.
• Protect confidential patient information and follow HIPAA requirements and organizational policies.
• Follow established workflows while maintaining accuracy, efficiency, and quality service in a fast-paced environment.

Strengthen the Team

• Collaborate with colleagues and clinic staff to support smooth communication and efficient workflows.
• Adapt to changing priorities and contribute to a supportive, patient-centered team environment.
• Participate in training and ongoing learning to strengthen your knowledge, skills, and service delivery.

What Makes You Successful

✅ Compassionate Communication → You listen actively, communicate clearly, and treat every patient with kindness and respect - even during difficult conversations.

✅ Patient Focus Service → You understand that each call represents a person seeking help. You approach questions with patience and work to make accessing care as straightforward as possible.

✅ Sound Judgement→ You think critically, identify solutions, follow established procedures, and know when to seek assistance or escalate a concern.

✅ Attention to Detail

→ You manage multiple calls and competing priorities while maintaining accurate documentation, timely follow-through, and confidentiality.

✅ Teamwork and Adaptability → You work collaboratively, welcome feedback, and adjust to changing needs while maintaining a positive and professional attitude.

What You'll Bring

Required Qualifications

• High school diploma or equivalent.
• Strong verbal communication and customer service skills.
• Basic computer skills and the ability to learn electronic systems and telephone technology.
• Ability to manage competing priorities, maintain accuracy, and remain professional in a fast-paced environment.

Preferred Qualifications

• Previous call center, customer service, healthcare, or medical office experience.
• Familiarity with appointment scheduling, electronic health records, or healthcare terminology.
• Bilingual English/Spanish

SUMMARY OF BENEFITS: Our Agency strives to provide a benefits program that is comprehensive and competitive within our industry.

• Healthcare insurance plans: Medical, Dental, Vision
• Group Life: Short-Term & Long-Term Disability 100% paid by employer
• 403(b) retirement plan with 2% of employer contribution and up to 3% employer match
• Flex Spending Account
• PTO - 10 hours a month for FT positions 40 hrs./wk. up to 20 hours monthly as your tenure grows
• 7 ½ Paid Holidays a year + 2 paid floating holidays for full-time positions
• Continuing Education & Training Benefits
• Employee Healthy Living Program – Gym Membership & Smoking Cessation

Why NWHS?

At NWHS, your work contributes to something bigger than answering calls. You help reduce barriers to care, strengthen connections, and ensure community members know where to turn for support.

If you enjoy helping people, solving problems, and making a difference through everyday interactions, we invite you to join our team!

TO APPLY:

To join our team please visit our website Employment (northwesthumanservices.org)

For more information, contact the HR/Recruiting Department at: HR@nwhumanservices.org | 503.588.5828

All candidates who receive a written offer of employment will be required to undergo a criminal records check.

Equal Opportunity Employer | We celebrate diversity and are committed to creating an inclusive environment for all employees.

Community | Compassion | Commitment | Integrity

Working together to empower individuals to improve their health, well-being, and safety