Bilingual Patient Care Contact Center Representative

ACHN • Chicago, IL

4d

About The Position

The Bilingual Patient Care Contact Center Representative answers patient calls courteously, professionally, efficiently, and promptly. The role pre-registers new patients, schedules appointments, and verifies insurance and benefits using the Epic EMR system. The representative responds to patient inquiries and complaints, routes calls beyond their scope to the appropriate destination, makes outbound calls to schedule future appointments, and returns patient calls and messages with additional information as needed. The role must follow HIPAA and ACCESS policies regarding patient privacy and perform other duties as assigned.

Training lasts 4–6 weeks onsite at 3450 S Archer Ave, Chicago, IL 60608, from 8:30 a.m. to 5 p.m., Monday through Friday. After successfully completing training, there may be an opportunity to work remotely. The regular post-training schedule is 10:30 a.m. to 7 p.m. Monday through Friday, with rotating Saturdays from 7:30 a.m. to 4 p.m.

The position is regularly based in a normal office environment and occasionally in a health center environment. Local travel between health centers and community events is required, as is a mode of transportation. If a personal vehicle is used, a current driver’s license and proof of insurance are required. For remote or hybrid work, a suitable and secure work environment, acceptable internet speeds, and adequate childcare provisions are required.

Requirements

• High school diploma or GED.
• Two years of relevant customer service experience; health care experience is preferred.
• Willingness to work flexible hours.
• Basic proficiency in computer skills.
• Bilingual in English and Spanish.
• A mode of transportation for required local travel; if using a personal vehicle, a current driver’s license and proof of insurance are required.
• For remote or hybrid work, a suitable and secure work environment, acceptable internet speeds, and adequate childcare provisions are required.

Nice To Haves

• Knowledge of medical terminology.
• Customer service experience in health care.

Responsibilities

• Answer calls in a courteous, professional, efficient, and prompt manner.
• Pre-register new patients in the Epic EMR system.
• Schedule patient appointments using the Epic EMR system.
• Verify patient insurance and benefits, as appropriate.
• Respond to patient inquiries and complaints.
• Direct calls to the appropriate destination when they are beyond the representative’s scope.
• Make outbound calls to patients to schedule future appointments.
• Return patient calls and messages and provide additional information as necessary.
• Adhere to HIPAA and ACCESS policies regarding patient privacy.
• Perform other duties as assigned.
• Travel locally between health centers and community events.

Benefits

• Tuition reimbursement.
• Comprehensive healthcare coverage, including medical, dental, and vision.
• Generous paid time off.
• 403(B) retirement plan and financial resources to help employees save and plan for retirement.
• Life insurance.
• Opportunity to participate in cross-departmental committees to innovate and transform care delivery and the workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED