Customer Service Representative (Spanish-English Bilingual)

We are seeking a dedicated and detail-oriented Spanish-English Bilingual Customer Service Representative (CSR) to join our healthcare support team. This role involves inbound and outbound calls as well as email communication to assist patients with scheduling rescheduling and canceling medical imaging appointments. The ideal candidate will have exceptional customer service skills the ability to handle escalations and a strong understanding of healthcare appointment procedures.

Key Responsibilities:

Tier 1 Support:

Handle inbound and outbound calls as well as emails to assist patients with scheduling rescheduling or canceling appointments for Bone Density & Mammogram modalities.

Verify patient demographic information including date of birth (DOB) name address email and phone number.

Check and confirm patient insurance details and insurance ID number.

Conduct scheduling questionnaires to ensure proper documentation and adherence to healthcare protocols.

Utilize the search wizard to locate and confirm available appointment dates locations and times.

Provide clear and concise preparation instructions for patients regarding their scheduled examinations.

Tier 2 Support:

Manage scheduling rescheduling or cancellations for MRI CT Scan and Ultrasound appointments.

Verify patient demographic and insurance details with a high level of accuracy.

Conduct scheduling questionnaires and ensure compliance with medical requirements.

Utilize advanced scheduling tools to search for optimal appointment slots.

Provide thorough patient preparation guidelines specific to MRI CT Scans and Ultrasound exams.

Escalation Handling:

Identify and escalate complex issues that require supervisor or Tier 2 intervention.

Handle patient complaints or concerns with professionalism and empathy.

Document escalations properly within the system for tracking and resolution.

Fluent in both Spanish and English (spoken and written).

1 years of experience in a customer service role preferably in healthcare appointment scheduling.

Strong communication skills and the ability to provide excellent patient support.

Experience handling inbound and outbound calls as well as email communication.

Familiarity with healthcare insurance verification.

Strong attention to detail and ability to follow standard operating procedures.

Proficiency in using scheduling software and CRM tools.

Ability to handle stressful situations and resolve issues effectively.

Preferred Qualifications:

Prior experience in a medical office hospital or healthcare call center.

Knowledge of HIPAA compliance and patient confidentiality.

Experience working in a high-volume call environment.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning

Required Experience:

Unclear Seniority