Bilingual Call Center Representative

4 days ago

Hawthorne, California, United States Los Angeles Center for Ear Nose Throat and Allergy Full time
Job Summary

We are seeking a highly skilled and compassionate Bilingual Call Center Representative to join our team at Los Angeles Center for Ear Nose Throat and Allergy. As the first point of contact for our patients, you will play a critical role in providing exceptional customer service and ensuring a positive experience for our patients.

Key Responsibilities
  • Welcome and greet patients and visitors, in person or over the phone, and respond to their inquiries in a friendly and professional manner.
  • Verify patient demographics and insurance information, and ensure that all necessary forms are signed and dated.
  • Optimize patient satisfaction, physician time, and treatment room utilization by notifying back office staff when patients have arrived.
  • Prepare lab requisition forms as requested by physicians, and scan radiology and lab requisitions to patient files.
  • Record the outcome of reminder calls made to patients scheduled for procedures, radiology, labs, and in-office appointments in our electronic medical record system.
  • Keep patient appointments on schedule by reviewing service delivery compared to schedule, and notify the manager or supervisor of any service delays.
  • Comfort patients by anticipating their anxieties, answering their questions, and maintaining the reception area.
  • Ensure the availability of treatment information by filing and retrieving patient records.
  • Maintain patient accounts by obtaining, recording, and updating personal and financial information.
  • Help patients in distress by responding to emergencies.
  • Protect patients' rights by maintaining confidentiality of personal and financial information.
  • Maintain operations by following policies and procedures, and reporting needed changes.
  • Contribute to team effort by accomplishing related results as needed.
  • Assist in the creation of new patient welcome packets.
  • Consistently exhibit behavior and communication skills that demonstrate our commitment to superior customer service, including quality, care, and concern with each internal and external customer.
  • Demonstrate knowledge of the complete operation of switchboards and follow opening and closing switchboard procedures according to site-specific policies.
  • Handle all phases of telephone communications, including scheduling in-office appointments, allergy testing, and obtaining test authorizations.
  • Route all calls to appropriate departments, and take accurate and neat messages and forward them in a timely manner.
  • Handle all emergency calls appropriately according to site-specific policies.
  • Brief the Call Center Manager or Supervisor of all outstanding calls or information.
  • Maintain accurate directories of providers' phone numbers.
  • Maintain awareness of duties of each department in order to process calls efficiently.
  • Act as a translator as needed with patients and as requested by physicians.
  • Assist with entering information into the EMR system.
  • Request patient records as needed for physicians.
  • Inform physicians when consults are requested.
  • Report urgently needed switchboard equipment repairs to the Supervisor or Manager.
  • Use, protect, and disclose patients' protected health information according to HIPAA guidelines.
  • Adhere to safety policies and procedures at all times.
  • Practice discretion about internal clinical policies and procedures when speaking to patients.
  • Perform other duties as assigned.
Requirements
  • High School Diploma or GED required.
  • 1-2 years of experience in a medical setting, preferably in a front desk or patient services role.
  • At least 1 year of experience in a medical setting, preferably in a front desk or patient services role.
  • Must be bilingual, fluent in both English and Spanish.
  • General knowledge of HIPAA and CPT codes.
  • Ability to travel within our various Los Angeles-based clinics.
  • Excellent communication skills with patients, physicians, and staff.
  • Excellent organizational, interpersonal, and decision-making skills.
  • Ability to work in a relatively unsupervised environment with a high degree of accuracy.
Physical Demands
  • Sit for long periods at a time.
  • Use hands and fingers in repetitive motions, daily.
  • Ability to lift, push, pull up to 20 lbs. periodically.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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