Bilingual Customer Services Representative

About this position

Join Our Team as a Bilingual Call Center Representative (Spanish/English) at IBI CLINIC!

What We’re Looking For:

• Strong Sales and Conversion Skills
• Ability to convert patient inquiries into scheduled appointments and procedures
• Bilingual Communication Skills
• Fluent in both Spanish and English, with the ability to communicate clearly and confidently with patients
• Call Center Experience
• Experience handling high-volume inbound and outbound calls in a fast-paced environment
• Patient-Centered Approach
• Provide clear guidance and support to patients while delivering an exceptional experience
• Problem-Solving Skills
• Ability to assess patient needs and route calls appropriately
• Attention to Detail
• Accurate documentation of patient interactions and scheduling details
• Tech-Savvy
• Able to adapt and learn to use EMR systems and scheduling platforms (AthenaHealth experience is a plus)
• Sense of Urgency and Efficiency
• Manage high call volume while maintaining quality and accuracy
• Reliable and Professional
• Consistent, accountable, and able to represent the clinic at a high level

Responsibilities

• Manage a high volume of inbound and outbound patient calls in a timely and professional manner
• Schedule appointments and procedures for new and existing patients
• Identify patient needs and direct them to the appropriate department or provider
• Document all patient interactions accurately, following standard operating procedures
• Send messages, emails, and telephone encounters to providers regarding patient needs or requests
• Ensure patients are fully informed about procedures, next steps, and expectations
• Manage inbound leads and follow up to convert inquiries into scheduled appointments
• Provide exceptional customer service while maintaining efficiency and accuracy
• Collaborate with internal teams to ensure smooth patient flow and communication

Qualifications

• Minimum of 1 year of call center experience
• Bilingual in Spanish and English (Required)
• Experience in a medical office or physician group practice (Preferred)
• Familiarity with EMR systems such as AthenaHealth (Preferred)