Bilingual Healthcare Patient Support Representative (English & Spanish)

PF Concepts•Fairfield, NJ

150d•$18•Onsite

About The Position

This role involves managing heavy inbound and outbound call volumes, providing excellent customer service to patients, and ensuring accurate account management within the healthcare system. The representative will be responsible for screening patients, setting up payment plans, documenting information, and resolving patient issues. A key aspect of the role is to review and update patient accounts, identify potential insurance coverage, and work with queues to maximize revenue and meet departmental goals. The position requires adherence to HIPAA regulations and company policies, with opportunities for training and professional development.

Requirements

Bilingual – writing, reading, and speaking in Spanish (required)
Ability to manage heavy inbound and outbound call volumes in a timely manner.
Ability to take initiative and adapt to different changing situations and handle upset calls.
Exceptional client and customer service, relationship and team building.
A problem solver with a willingness to learn.
Ability to multi-task, prioritize work and manage time effectively.
Excellent written and verbal communication abilities.
Strong attention to detail.
Knowledge of healthcare terminology, procedures, and practice; such as: HIPPA regulations, health insurance regulations and billing.
Experience with electronic billing systems and workflow improvement.
Proficient in Microsoft Office or related software.
High school diploma or GED.

Responsibilities

Manage heavy inbound and outbound call volumes in a timely manner.
Perform account research, screen patients for Charity Care, and follow up on accounts.
Set up payment plans for patients.
Document information received and identify customer needs to provide solutions or alternatives.
Review the company host system to ensure all related accounts are updated and/or billed.
Review patient accounts for field referral, insurance eligibility, or Charity Care referrals by understanding insurance guidelines.
Monitor aging accounts daily to ensure they are worked in a timely and efficient manner.
Review and note accounts accurately with possible Medicaid and/or insurance to update and forward for billing for potential revenue.
Review accounts to ensure accuracy and quality work is delivered to the client based on their standards and expectations.
Review accounts under self-pay status accordingly for insurance discovery by ensuring insurance has a paying program, meeting timely filing deadlines, and has covering diagnosis.
Review and work queues to maximize opportunity for revenue and meet departmental targets and quantitative goals.
Provide accurate and timely status updates on all accounts.
Provide customer service, calling patients and interacting with insurance companies for insurance verification and/or claim status requests.
Generate and review aged trial balance (ATB) reports and assign them to Field Representatives.
Assist in client clean-up projects as required.
Act as a motivated liaison between the company, client, and patients.
Abide by HIPAA rules and regulations and comply with company policy.
Accept ownership of assigned work, train new hires or team members.
Attend seminars, client meetings, and team-building functions to improve knowledge and performance levels.
Follow up with company and/or client scripts to ensure uniformity.
Perform other duties as assigned by the management team.