Customer Service Representative (Bilingual)

Company Overview

CentroMed is a 501(c)(3) non‑profit organization that provides healthcare for all populations. It is a primary care provider and Federally Qualified Health Center (FQHC) with multiple locations throughout San Antonio and the New Braunfels area. Founded in 1971 by CEO and President Ernesto Gomez, PhD, CentroMed has grown from a community‑based program focused on culturally competent care for underserved populations to a network of high‑quality healthcare clinics offering full‑service health and dental care to all, regardless of income limitations.

Mission

We improve lives through improving the well‑being of families through high quality, compassionate health care.

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 health care.
• Teamwork: We work together as a team in the interest of patient care.

Job Summary

The Customer Service Representative (CSR) serves as the primary point of contact for patients at CentroMed clinics, welcoming patients into the system and ensuring positive experiences. The CSR handles registration and processing of all patients/families requesting health care, social services, and counseling; coordinates encounter data entry to meet program and agency deadlines; conducts and records patient financial reviews, billing, collections, and data summaries for the agency’s annual UDS report and Compliance & Quality Improvement activities.

Benefits

• Competitive compensation
• Health, dental, vision & life insurance
• Retirement plans 403(b) with company match contributions
• Basic life insurance (employee, spouse, and children)
• Short & long‑term disability
• Flexible Spending Account (FSA)
• Wellness Employee Assistance Program (EAP)
• Travel reimbursement
• Critical illness, hospital indemnity, and accident insurance
• Six paid company holidays plus two floating holidays
• Paid time off / vacation
• Career development opportunities
• Benefits begin after 30 days of employment

Duties and Responsibilities

• Establish and update 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 identifying self and clinic.
• Understand insurance (Medicaid, Medicare, CHIP) and eligibility programs; use TMHP and Availity to verify insurance status.
• Schedule patient appointments according to established protocols.
• Maintain 100% productivity rate.
• Enter encounters, maintain logs, manage referrals, and complete outreach paperwork.
• Review and update household financial and demographic information annually.
• Perform intake interviews on all new patients using a standard registration form and confirm homelessness status.
• Update patient registration and demographic information periodically.
• Assemble required medical/dental record forms for specific patient categories and initiate encounter forms as needed.
• Follow up on no‑shows as directed by the provider.
• Maintain professional attire, uniform, nametag, and compliance with appearance standards.
• Demonstrate excellent attendance and punctuality.
• Assist clinical teams in patient assessment and notify clinicians in emergencies.
• Adhere to Employee Safety Handbook policies, including OSHA and JCAHO compliance.
• Participate in the agency’s Quality Improvement Program.
• Assist with outreach activities and other duties as assigned by the Director or Supervisor.

Physical Requirements

• Ability to perform the essential functions of the position.
• Ability to meet attendance requirements.
• Must not pose a threat to the health or safety of others in the workplace.
• Physical ability to lift up to 20 pounds unassisted.
• Ability to deliver excellent customer service both externally and internally.

Qualifications

• Education: High school diploma or equivalent.
• Experience: General experience working in a health‑care setting; medical data entry experience preferred.
• Strong clerical skills, including keyboarding and basic math.
• Computer proficiency and ability to use a calculator.
• Ability to conduct interviews, reconcile encounter reports, and perform audits with strong attention to detail.
• Bilingual in English and Spanish.