Bilingual Patient Care Contact Center Representative

ACCESS Community Health Network • Chicago, IL

5d • $17 - $20

About The Position

The Bilingual Patient Care Contact Center Representative answers patient calls and messages, supports registration and appointment scheduling in the Epic EMR system, verifies insurance and benefits as appropriate, and responds to patient inquiries and complaints. The representative directs calls to the appropriate destination when issues are beyond their scope, makes outbound calls to schedule future appointments, and follows HIPAA and ACCESS policies for patient privacy. Other duties may be assigned.

Training lasts 4–6 weeks and takes place 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 shift 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 role is normally performed in an office environment and occasionally in a health center environment. Local travel between health centers and community events is required. 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.

Depending on the position, candidates may be required to be vaccinated against communicable diseases and provide supporting documentation, or apply for a religious and/or medical vaccination exemption as part of the application process.

Requirements

• High school diploma or GED.
• Two years of relevant customer service experience; healthcare experience is preferred.
• Willingness to work flexible hours.
• Basic computer proficiency.
• Bilingual in English and Spanish.

Nice To Haves

• Healthcare customer service experience.
• Knowledge of medical terminology.

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 patient 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.

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