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Join Our Team

We have an amazing team of providers, nurses, and support staff that give comprehensive, preventative health and dental care available to San Angelo, Texas, and the Concho Valley.

Join the La Esperanza Clinic team!

Send a complete application and resume to


Call Center Agent

La Esperanza Clinic is seeking a Call Center Agent to join our team! This position is for 11:00am - 8:00pm Monday-Thursday and 8:00am-5:00pm Friday.

Job Summary

Call center agents are responsible for answering incoming calls from patients regarding scheduling of appointments, rescheduling appointments, answering customer questions, directing complaints to appropriate person, and providing basic information.

Duties and Responsibilities

The Call Center Agent performs the following duties as assigned.

  1. Answer calls in an efficient, courteous, prompt manner and respond to patient requests.

  2. Acknowledge patient inquiries with courtesy and respect.

  3. Ask questions to patient, ensuring they understand and feel supported.

  4. Direct calls to the appropriate department/staff.

  5. Accurately schedule, reschedule, confirm and cancel appointments on a daily basis using the Nextgen EMR system.

  6. Inform patient of eligibility processes including documentation required for appointment.

  7. Take telephone messages when necessary ensuring proper delivery of messages.

  8. Input patient insurance for appointment with all necessary information to allow other staff to verify insurance.

  9. Demonstrating flexibility, enthusiasm and willingness to cooperate while working with others in assigned inter-professional care teams to support PCMH programmatic activities.

  10. Participate in population management activities, as directed.

  11. Assist the care team by helping to measure quality and identify, refine and implement practice improvements that support the medical home, and assist in performance evaluation and quality improvement.

  12. Apply the principles of comprehensive, community-based, patient-centered, developmentally appropriate, and culturally and linguistically sensitive care.

  13. Make corrections on inaccurately scheduled appointments, etc.

  14. Identify, research, and resolve patient concerns.

  15. Retain current knowledge of La Esperanza Clinic patient programs and services.

  16. Recognize and document data accurately in correlation to appointment type.

  17. Complete call reports and logs based on their daily activities.

  18. Accurately enter patient information into data systems.

  19. Adhere to all HIPPA and La Esperanza Clinic polices regarding patient privacy.

  20. Assist patient with inquiries regarding insurance and account balances.

  21. Ability to be flexible in accepting, changing or carrying out assignments.

  22. Attend Esperanza staff and organization meetings as requested.

  23. Performs all other related duties as assigned.

Knowledge, Skills and Abilities


  • Ability to multi-task.

  • Possess the ability to work productively, either independently or with other individuals.

  • Ability to effectively communicate with patients and other individuals.

  • Be able to function in emergency situations.

  • Bilingual in English and Spanish.

Credentials and Experience


  • Graduation from accredited high school or equivalent


  • One (1) year of experience in customer service oriented field i.e. previous operator experience, working with the public or health care experience.

  • Bilingual in Spanish

Job Type: Full-time

Pay: $13.00 - $14.00 per hour

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