Bilingual Patient Care Contact Center Representative

ACHN • Chicago, IL

2d

About The Position

The Bilingual Patient Care Contact Center Representative handles patient calls and messages in a courteous, professional, efficient, and prompt manner. The role pre-registers new patients and schedules appointments in the Epic EMR system, verifies insurance and benefits as appropriate, responds to inquiries and complaints, routes calls beyond the representative’s scope, and makes outbound calls to schedule future appointments. The representative also returns patient calls and messages and provides additional information as needed, while complying with HIPAA and ACCESS policies regarding patient privacy. Other duties may be assigned.

Training lasts 4–6 weeks and takes place on site at 3450 S Archer Ave, Chicago, IL 60608, Monday through Friday, 8:30 a.m. to 5:00 p.m. After successfully completing training, there may be an opportunity to work remotely. The regular schedule after training is Monday through Friday, 10:30 a.m. to 7:00 p.m., with rotating Saturdays from 7:30 a.m. to 4:00 p.m.

The position regularly works in a normal office environment and occasionally in a health center environment. Local travel between health centers and community events is required. Remote or hybrid work requires a suitable and secure work environment, acceptable internet speeds, and adequate childcare provisions.

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.
• Local travel between health centers and community events is required; a mode of transportation is required.
• 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 working environment, acceptable internet speeds, and adequate childcare provisions are required.

Nice To Haves

• Health care customer service experience is preferred.
• Knowledge of medical terminology is preferred.

Responsibilities

• Answer patient 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.
• Follow HIPAA and ACCESS policies regarding patient privacy.
• Travel locally between health centers and community events.
• Perform other duties as assigned.

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 focused on innovating and transforming care delivery and the workplace.

What This Job Offers

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