Contact Center Specialist Bilingual (Spanish)

About the role

BARA is looking for a dedicated and patient-focused individual to join our team as a remote Bilingual (Spanish) Contact Center Representative.

Job Summary

The Contact Center Specialist performs a variety of support functions including general phone management and call intake, urgent symptom routing, patient demographic review, scheduling, registration and insurance record management. This position maintains an exceptional understanding of all patient intake, eligibility, benefits, and data collection of the patient’s account and responds to patients through telephone inquiries and written correspondence to assure them that account concerns will be resolved.

Job Duties

• Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
• Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
• Identify patients’ needs, clarify information, research issues, and provide solutions and/or alternatives
• Effectively relay medical information to the clinical team to aid them in providing exceptional patient care
• Assists in resolution of any identified operational/interface issues with NextGen
• Schedule appointments for multiple offices and multiple providers
• Accurately and timely completes data entry, including but not limited to eligibility, authorizations, and benefits
• Collects accurate financial and demographic information for registration
• Verifies patient’s responsibility and benefits with subsequent notification to designated staff of issues
• Informs patients of medical office procedures and policies
• Builds sustainable relationships and engages patients by going the extra mile
• Notifies required parties within the appropriate timeframe for routine and urgent requests for services

Requirements

• High School Diploma/GED
• 2 Years of EMR/EHR experience
• 2 Years of medical office experience
• 1+ years call center experience preferred
• Ability to speak in English and Spanish

Benefits

• Medical, Dental, Vision and other voluntary benefits
• 401k Plan with employer contribution and profit sharing
• Rich PTO Plan