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Spanish-English Customer Service Specialist
2 months ago
Position Overview:
The Bilingual Patient Support Agent is a remote or hybrid role that delivers exceptional phone assistance in both English and Spanish. This position focuses on managing payments for healthcare services, providing solutions, and negotiating repayment options that align with the interests of patients, clients, and the organization.
Commitment to Excellence:
This individual is dedicated to making significant contributions and fostering trustworthy relationships within a collaborative culture.
Fluency Requirement:
Applicants must possess fluency in both English and Spanish to be considered for this role.
Work Environment:
This position can be performed remotely, although it can also be executed from the company’s office.
Key Responsibilities:
1. Conduct outbound and inbound calls to patients on behalf of Americollect's clients to secure payment for healthcare services.
2. Provide solutions and negotiate repayment plans that consider the needs of the client, patient, and organization.
3. Gather demographic, insurance, and other pertinent information from patients, ensuring accurate documentation in internal systems.
4. Utilize internal technology and online resources to address and resolve patient inquiries or issues.
5. Engage in active listening with callers, confirming or clarifying details and de-escalating upset patients as necessary.
6. Educate patients about the healthcare revenue cycle and available repayment programs or incentives to enhance their financial well-being.
7. Adhere to departmental processes and procedures in compliance with industry regulations and standards.
8. Refer patients and accounts to appropriate departments when necessary.
9. Build meaningful relationships with colleagues to promote open communication and trust, fostering a collaborative team environment.
10. Meet established performance indicators and expectations for the role.
11. Execute all responsibilities with the utmost integrity and confidentiality.
12. Pursue professional development opportunities to support team and organizational objectives, utilizing reputable resources to enhance skills and knowledge.
Disclaimer:
This job description may not encompass all assigned duties, responsibilities, or aspects of the role. The complete job description is available to candidates during the hiring process and upon request.
Qualifications:
- High School Diploma or GED required.
- A minimum of 1 year of experience in a customer service role is preferred.
- At least 1 year of experience contributing to a team-oriented culture of learning and growth is preferred.
- A minimum of 1 year of experience speaking Spanish fluently in a professional environment, ideally in customer service, is required.
- Basic understanding of contact center operations and techniques is preferred.
- Familiarity with the collections industry, healthcare revenue cycle, and medical insurance and billing processes is preferred.
Americollect is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
