BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

TPIS•Bayamón, PR

10d•$0 - $14•Hybrid

About The Position

Our client in the healthcare industry is seeking a Bilingual Patient Services Representative to assist healthcare providers, including physician offices and clinics, through inbound telephone calls and live chat. The selected candidate will provide information and support regarding member eligibility, benefits, claims, billing and payments, treatment authorizations, and explanations of benefits. This position requires strong customer service, problem-solving, and computer navigation skills, along with the ability to communicate professionally in English and Spanish.

Requirements

At least one year of experience in a high-volume call center environment handling inbound and outbound calls, customer inquiries, appointment scheduling, or related customer support activities.
Demonstrated ability to manage a high volume of calls, multitask effectively, and provide professional and timely resolution to customer concerns.
Professional proficiency in conversational and written English and Spanish.
Intermediate or advanced proficiency using Microsoft Office applications, Google Workspace, and Windows PC systems.
Ability to navigate, learn, and work efficiently across multiple complex computer systems while assisting customers in real time.
Strong verbal communication, active-listening, customer service, and problem-solving skills with the ability to troubleshoot and follow up on customer issues.
Ability to work in a fast-paced, metrics-driven call center environment while maintaining quality, productivity, accuracy, and attendance standards.
Ability to commit to a 40-hour workweek during standard business operating hours, Monday through Sunday, between 7:00 AM and 11:00 PM, including weekends, holidays, and overtime as business needs require.

Responsibilities

Handle inbound and outbound calls to identify patient needs and provide appropriate support.
Schedule, reschedule, confirm, and cancel patient appointments.
Accurately enter and update patient information within scheduling and company systems.
Verify insurance eligibility and identify payer sources.
Review and update patient demographics, registration information, and consent forms.
Create new patient accounts when necessary.
Transfer calls or relay messages to physicians, nurses, and other healthcare staff as appropriate.
Import and maintain registration documents within electronic health record systems.
Maintain patient confidentiality in accordance with company policies and HIPAA regulations.
Research and resolve patient inquiries using available resources and escalate issues when necessary.
Document all patient interactions, actions taken, and resolutions accurately in company systems.
Manage customer interactions while maintaining established quality, productivity, and performance standards.
Build positive relationships through courteous, empathetic, and solution-focused service.
Perform other related duties as assigned.