Customer Service Representative (Bilingual)

CentroMed is a 501(c)(3) non-profit organization and Federally Qualified Health Center (FQHC) providing healthcare for all populations. With multiple locations throughout San Antonio and the New Braunfels area, CentroMed has served the community for over 50 years, offering culturally competent, full-service health and dental care regardless of income limitations.

About the Organization

Founded in 1971 by CEO and President Ernesto Gomez, PhD, CentroMed has grown from a community-based program into a premier healthcare provider dedicated to improving lives through compassionate, high-quality care. We are a mission-focused organization committed to being the heart of our communities.

Mission

We improve lives through improving the well-being of families via high-quality, compassionate healthcare.

Core Values

• Respect: We treat all persons with dignity and compassion.
• Integrity: We build trust through honesty, word, and deed.
• Excellence: We use best practices to deliver exceptional quality care.
• Affordability: We manage resources to provide affordable healthcare.
• Teamwork: We work together in the interest of patient care.

About the Role

We are searching for a Customer Service Representative (CSR) to serve as the primary point of contact for patients at CentroMed clinics. The CSR ensures patients have positive experiences by handling registration, processing, financial reviews, and data coordination. This role supports program deadlines, annual UDS reporting, and Compliance & Quality Improvement activities.

Responsibilities

• Establish and update patient accounts in the computer system using name, alias, family members, SSN, and account numbers.
• Enter charges for self-pay, insurance, and eligibility programs; reconcile charges daily and maintain error-free balance sheets.
• Determine patient eligibility for special programs (e.g., Methodist Healthcare Ministries).
• Assist walk-in patients and visitors; answer telephones professionally, identifying self and clinic name.
• Demonstrate expertise in insurance programs (Medicaid, Medicare, CHIP) and eligibility verification using TMHP and Availity.
• Schedule patient appointments according to established protocols.
• Maintain 100% productivity in encounter entries, logs, referrals, and outreach paperwork.
• Review and update household financial and demographic information annually.
• Conduct intake interviews for new patients using a standard registration form and confirm homelessness status.
• Assemble medical/dental record forms and initiate encounter forms as needed.
• Follow up on no-shows as directed by providers.
• Maintain professional appearance, including uniform, nametag, and compliance with CentroMed’s dress code.
• Demonstrate excellent attendance and punctuality.
• Assist clinical teams in patient assessment via observation and notify clinicians in emergencies.
• Adhere to policies in the Employee Safety Handbook, including OSHA and JCAHO compliance standards.
• Participate in the agency’s Quality Improvement Program.
• Support outreach activities and other duties as assigned by the Director or Supervisor.

Requirements

• Education: High School Diploma or equivalent.
• Experience: General experience in a healthcare setting; medical data entry preferred.
• Strong clerical skills, including keyboarding and basic math.
• Computer proficiency and calculator use.
• Mental ability to conduct interviews, reconcile reports, and perform audits with strong attention to detail.
• Bilingual (English/Spanish) preferred.

Physical Requirements

• Perform essential functions of the position.
• Meet attendance requirements without posing a threat to health or safety.
• Ability to lift up to 20 pounds unassisted.
• Deliver excellent customer service internally and externally.

Benefits

• Competitive compensation.
• Health, dental, vision, and life insurance.
• Retirement plans (403(b)) with company match.
• Basic life insurance for employee, spouse, and children.
• Short- and long-term disability.
• Flexible Spending Account (FSA).
• Wellness Employee Assistance Program (EAP).
• Travel reimbursement.
• Optional critical illness, hospital indemnity, and accident insurance.
• 6 paid company holidays + 2 floating holidays.
• Paid time off/vacation.
• Career development opportunities.
• Benefits start after 30 days.
• Fun, energetic, and family-based work environment.