Bilingual Customer Service Representative
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Job Description
Bilingual Customer Service Representative providing one-on-one support for patients throughout the United States. Engage with patients and assist them in navigating healthcare options through phone interactions.
Responsibilities:
- Answer telephone promptly and in a polite and professional manner
- Obtain and enter accurate demographic information into electronic medical record
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
- Seeks and supports changes in call flow processes and communication services
- Suggests improvements and participates in organized efforts to improve service levels
- Meets and exceeds call volume standards
- Adheres to all HIPAA policies
- Adheres to all Sequence Health policies
- Direct calls to other departments as needed
- Use sound judgment in handling calls, especially with upset patients
- Understanding of when to escalate calls to physicians/practice manager/triage nurse
- Make reminder calls as requested
- Make calls to reschedule appointments when necessary
- Provide assistance with call backs and other projects as call volume permits
- Any other duties necessary to drive our values, fulfill our mission, and abide by our company values
Requirements:
- 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
- 1+ years experience working in a call center preferred
- 1+ years experience working in a medical or healthcare environment preferred
- Previous medical scheduling experience preferred
- Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
- Ability to handle confidential and sensitive information
- Ability to handle a "call center" environment: work quickly and multi-task
- Ability to multi-task using several systems and multiple monitors at the same time
- Proficient with technology, software applications, and phone systems
- Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
- Bilingual in English and Spanish.
Benefits:
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Flexible Spending Account (FSA)
- Company paid short- and long-term disability
- Employee Assistance Program
- Life Insurance
- Accident insurance
- Other voluntary benefit programs for employees and their eligible dependents
- 401(k) retirement plan with a company match
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