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Customer Care Representative

Job Code: 570
Location: Antelope Valley
Program/Department: Call Center
Reports To: Program Manager/Designee
Salary Range: Staring salary based on experience, qualification, and budget. (100% time – 40 hours per week)
FLSA Status: Non-exempt

Position Purpose: The customer care representative pre-registers patient, schedules appointments, calls patients to remind them of appointments and refers callers, as appropriate, to outside agencies.

Principal Responsibilities:

  1. Answers the JWCH appointment line in a courteous, efficient and professional manner.
  2. Obtains/verifies basic patient demographic information.
  3. Schedules patient appointments.
  4. Adheres to strict standards regarding client confidentiality, informed consent, and disclosure as required by law and agency policy.
  5. Always presents a positive and professional demeanor.
  6. Maintains an organized and clean work area.
  7. Assembles and mails information to patients.
  8. Calls patients to remind them of their appointment.
  9. Consistently is on time and ready to begin work at the start of the workday.
  10. Performs other reasonably related duties as assigned by supervisor.
  11. Other duties as assigned.


  1. Experience in community health care setting preferred.
  2. Experience in a call center or a front office setting.
  3. Excellent customer service skills.
  4. Ability to multi-task in a fast pace environment.
  5. Experience with window-based computer program.
  6. Ability to perform assigned responsibilities within JWCH’s established guidelines in an organized, efficient manner.
  7. Very strong verbal communication skills.
  8. Pleasant voice manners.
  9. Ability to relate and communicate well with a diverse patient population.
  10. Ability to work within a team setting.
  11. Types at least 40 wpm.
  12. High School diploma or GED required.
  13. Bilingual (Spanish/English), bicultural required.

Physical Demands and Working Conditions:

  1. Extensive sitting.
  2. Extensive typing on the keyboard.
  3. Constant interactions on the phone.
  4. Occasional lifting and carrying items weighing up to 35 pounds.
  5. Requires manual dexterity and eye-hand coordination. Requires corrected vision and hearing to within normal range.
  6. Requires working under stressful conditions.


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The Health Resources and Services Administration (HRSA) consider JWCH Institute, Inc. / Wesley Health Centers and its providers as Public Health Services employees, providing malpractice liability protection under the Federal Tort Claims Act (FTCA). This health center is a Health Center Program grantee under 42 U.S.C. 254b, and a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n).

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