Bilingual Customer Service Representative
About the role
We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Bilingual Contact Center Team, you will deliver one-on-one customer service support to patients across the United States. The role involves telephone interactions, documentation of patient interactions, and collaboration with patients and providers to optimize patient care. We value individuals who can work independently, enjoy teamwork, and are committed to continuous learning and growth.
Responsibilities
- Answer telephone promptly and in a polite, professional manner
- Obtain and enter accurate demographic information into the electronic medical record
- Answer questions and provide patient-focused service to create a positive impression of the organization
- Suggest and support improvements in call flow processes and communication services
- Meet and exceed call volume standards
- Adhere to all HIPAA and company policies
- Direct calls to other departments as needed
- Use sound judgment in handling calls, especially with upset patients
- Escalate calls to physicians, practice managers, or triage nurses when necessary
- Make reminder calls and reschedule appointments as requested
- Assist with callbacks and other projects as call volume permits
- Perform additional duties to support company values, mission, and policies
- Able to work remotely in a private, HIPAA-compliant workspace
- House company equipment needed to perform the job
- Ensure broadband internet access with a minimum download speed of 24 Mbps and upload speed of 4 Mbps
Requirements
- 1+ years of healthcare, sales, or customer service experience, preferably in a contact center environment
- 1+ years of experience in a call center preferred
- 1+ years of experience in a medical or healthcare environment preferred
- Previous medical scheduling experience preferred
- Proficient with Microsoft Office Suite (Excel, Word, Outlook) and internet applications
- Ability to handle confidential and sensitive information
- Ability to thrive in a fast-paced, multi-tasking call center environment
- Proficient with technology, software applications, and phone systems
- Exceptional verbal and written communication skills
- Bilingual in English and Spanish
- Regular, reliable attendance during scheduled hours
- Good visual acuity to read computer screens, scripts, and forms
- Ability to sit for extended periods while taking calls
- Access to the electronic medical record (EMR) system may require use of your personal mobile device for authentication
Pay
The target salary range for this role is $16 – $18 per hour. An individual’s salary within this range is based on factors including skills, experience, licensure, certifications, and other business considerations.
Benefits
- Medical, vision, and dental insurance
- Flexible Spending Account (FSA)
- Company-paid short- and long-term disability
- Employee Assistance Program
- Life insurance
- Accident insurance and other voluntary benefit programs for employees and eligible dependents
- 401(k) retirement plan with company match
Guideway Care does not offer immigration or work visa sponsorship. All candidates must successfully complete a background check, drug screening, and identity verification process prior to employment.