Bilingual English and Spanish Customer Service Representative

Primary Responsibilities

• Answer all phone calls.
• Schedule, reschedule or cancel patient appointments as needed.
• Reschedule all appointments any time a provider is out of the office.
• Transfer calls to nurse station or other specific locations as needed.
• Put in telephone encounters when a patient needs medication, lab results or to speak with a nurse or provider.
• Call all patients who don't show up for an appointment to attempt to get them back on schedule.
• Call all new patients prior to their appointment as a reminder.
• Send letters to patients that we can't successfully get on the phone.
• Help mail letters to all patients of a provider who is leaving the practice.
• Other duties as assigned.

Required Qualifications

• A High School Diploma / GED OR equivalent work experience.
• Must be 18 years of age OR older.
• 1+ years of customer service experience (i.e. office, administrative, clerical, etc.) using phones and computers as the primary job tools.
• Bilingual verbal and written fluency in English and Spanish.
• Experience with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• To be full-time, Monday - Friday.
• Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30 am - 5:30 pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

• Health care experience.
• Call queue experience.

Soft Skills

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner.
• Proficient conflict management skills to resolve issues in a stressful situation.

Pay and Benefits

• The hourly pay for this role will range from $16.00 to $29.00 per hour based on full-time employment.
• We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives.
• We comply with all minimum wage laws as applicable.
• We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.