Bilingual Customer Contact Specialist

Role Overview

• Manage a large volume of incoming calls and email communication
• Respond to customer queries accurately and in a timely manner through email or phone
• Answer calls from referral sources in a timely and professional manner, and answer questions regarding the referral process to satisfy our customers
• Facilitate with Follow-Up communication for Spanish-speaking patients by contacting the patient, provider, or on-line tracking system to confirm items were delivered and/or services rendered
• Communicate with supervisor, peers, and external parties to keep them informed of updates regarding patients or payers, including outlying situations that could affect the referral
• Collect and enter accurate and detailed patient, provider, and payer information into the Company’s claims platform on a real-time basis to prevent delays in coordinating services or billing
• Work with patients/clients/beneficiaries’ insurance companies to assist in resolving issues or concerns
• Answer questions from patients, staff, insurance companies, providers, and payer sources
• Ensure patients receive a high standard of service delivery and care through a series of quality questions to ensure Company quality standards are being met
• Being on the phone is a required and essential function of the job
• Identify and resolves service issues and complaints
• Intake new orders as needed
• Maintain knowledge of company policies and procedures and regulatory, contractual, and accreditation requirements
• Remain available for after hours on-call coverage
• Follow strict confidentiality and HIPAA privacy and security guidelines
• Perform other duties as assigned

Requirements

• High school diploma/GED desired
• Equivalent professional experience preferred
• Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements
• Experience working in a customer service role
• Bilingual in English and Spanish – reading, writing, and speaking (required)
• Fluent in Spanish
• verbal and written communication (required)
• High degree of integrity and trust
• Ability to multitask and prioritize
• Possesses strong time management and organization skills
• Detailed oriented
• Flexible with the ability to routinely adapt to change
• Team player with excellent communication skills
• Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD’s and LCD’s preferred but not required

Benefits

• Performance-based cash incentive awards