BILINGUAL PATIENT SERVICES REPRESENTATIVE - CALL CENTER

TPIS•Guaynabo, PR

3d•$0 - $14•Hybrid

About The Position

Our client in the healthcare industry is seeking Bilingual Patient Services Representatives to assist patients through inbound and outbound telephone calls. The selected candidates will help patients coordinate appointments, update personal and insurance information, navigate healthcare services, and communicate with the appropriate medical personnel when additional support is required. This opportunity is ideal for customer service professionals who are fully bilingual, comfortable navigating multiple computer systems, and interested in developing experience within the healthcare industry. Previous medical office or appointment-scheduling experience is preferred but not required. The position begins with on-site training and transitions to a hybrid work model after successful completion.

Requirements

At least one year of customer service experience in a fast-paced environment.
Professional verbal and written proficiency in English and Spanish.
Experience using Microsoft Word and Excel or Google Docs and Sheets.
Ability to learn and navigate multiple complex computer systems.
Strong telephone communication, active-listening, and problem-solving skills.
Ability to troubleshoot customer concerns and provide appropriate follow-up.
Strong attention to detail and ability to enter information accurately.
Ability to remain professional and empathetic when assisting patients.
Ability to work effectively in a high-volume call center environment.
Ability to protect confidential patient and healthcare information.

Nice To Haves

Previous experience in a medical office, dental office, patient services, or appointment-scheduling environment.
Familiarity with healthcare terminology and benefit structures.
Understanding of HIPAA and other healthcare regulatory requirements.

Responsibilities

Handle inbound and outbound calls to identify patient needs and provide appropriate assistance.
Schedule, reschedule, confirm, and cancel patient appointments.
Accurately enter and update patient information in the scheduling system.
Review and update patient demographics, contact information, and consent forms.
Verify insurance eligibility and identify payer sources.
Create new patient accounts when necessary.
Transfer calls or relay messages to physicians, nurses, and other appropriate personnel.
Import registration documents into electronic health records.
Research and resolve caller inquiries using available internal resources.
Escalate questions or concerns when additional assistance is required.
Clearly explain available information, processes, and next steps to patients.
Troubleshoot customer concerns and provide appropriate follow-up.
Document all customer interactions, actions taken, and resolutions accurately.
Maintain patient confidentiality in accordance with company policies and HIPAA requirements.
Manage calls while meeting established performance, quality, accuracy, productivity, and attendance standards.
Perform other related duties as assigned.