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Spanish-English Customer Service Specialist
2 months ago
Position Overview:
The Bilingual Customer Support Representative is a remote role that delivers exceptional phone assistance in both English and Spanish. This position involves managing payments for healthcare services, providing solutions, and negotiating repayment plans that align with the needs of patients, clients, and the organization.
Key Responsibilities:
- Handle inbound and outbound calls to/from patients for payment collection related to medical services.
- Propose solutions and negotiate repayment options that meet the requirements of clients and patients while ensuring business interests are considered.
- Gather and document demographic, insurance, and pertinent information from patients using internal technology systems.
- Utilize internal platforms and online resources to address and resolve patient inquiries or issues.
- Practice active listening with callers, confirming or clarifying details and calming distressed patients as necessary.
- Inform patients about the healthcare revenue cycle and available repayment programs or incentives to enhance their financial well-being.
- Adhere to departmental processes and industry regulations.
- Refer patients and accounts to appropriate departments when necessary.
- Build meaningful relationships with colleagues to promote open communication and trust, fostering a collaborative team environment.
- Meet established performance metrics and expectations for the role.
- Execute all responsibilities with the utmost integrity and confidentiality.
- Engage in professional development opportunities to support team and organizational objectives, utilizing reputable resources to enhance skills and knowledge.
Requirements:
- High School Diploma or GED is 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.
- Fluency in Spanish in a professional context is required.
- Basic understanding of contact center operations and techniques is preferred.
- Familiarity with the collections industry, healthcare revenue cycle, and medical billing processes is advantageous.
Equal Employment Opportunity:
Americollect is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.
