Bilingual Call Center Associate – Patient Access Coordination

About the role

Fusion CX is seeking bilingual (English‑Spanish) Call Center Associates in San Ignacio, Belize to support patient access coordination for California Clinic Management. The role involves handling inbound calls, scheduling appointments, and ensuring accurate documentation while providing empathetic service.

Key responsibilities

• Assist patients and referring doctors with appointment scheduling and rescheduling, capturing accurate information.
• Listen actively during calls, take detailed notes, and maintain high data‑entry accuracy.
• Respond to customer inquiries with a calm, professional, and empathetic approach.
• Identify needs, provide appropriate information, and escalate issues when necessary.
• Maintain efficient call handling, meet operational and quality expectations, and use time‑management software for schedule adherence.

Required profile

• Exceptional verbal and written command of both English and Spanish.
• Previous inbound BPO or call‑center experience.
• Strong active listening, detailed note‑taking, and high precision in documentation.
• Ability to meet KPIs such as AHT, wrap‑up time, and QA/QE scores.
• Reliability, schedule adherence, and a positive professional attitude.

Required skills

• Proficiency with time‑management software.
• Ability to quickly learn and retain medical terminology and process knowledge.
• Strong empathy and emotional intelligence for handling sensitive situations.