Bilingual Customer Service Specialist

2 weeks ago

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

Position Summary

The Call Center Representative serves as the initial point of contact for patients, embodying the values of respect and empathy. It is crucial to approach each interaction with kindness and a willingness to assist, recognizing that many individuals may be experiencing health challenges. Your role is to facilitate a seamless and welcoming experience for patients reaching out to our center.

Key Responsibilities

  • Greet and assist patients and visitors, whether in person or via phone, addressing inquiries or directing them appropriately.
  • Confirm insurance eligibility and ensure all necessary documentation is completed accurately.
  • Collect and verify patient information while scheduling appointments.
  • Enhance patient satisfaction and optimize physician schedules by promptly notifying staff of patient arrivals.
  • Prepare necessary forms and documentation as requested by medical professionals.
  • Maintain organized patient records by scanning and filing relevant requisitions.
  • Document outcomes of reminder calls for scheduled procedures and appointments.
  • Monitor appointment schedules to minimize delays and inform management of any issues.
  • Provide reassurance to patients by addressing their concerns and maintaining a welcoming reception area.
  • Safeguard patient information by ensuring confidentiality and adhering to privacy regulations.
  • Follow established protocols and procedures to maintain operational efficiency.
  • Contribute to team objectives by supporting colleagues as needed.
  • Assist in developing materials for new patient orientation.
  • Exhibit exemplary communication skills, demonstrating a commitment to outstanding customer service.
  • Manage all aspects of telephone communication, including appointment scheduling and obtaining necessary authorizations.
  • Route calls to the appropriate departments and take clear, accurate messages.
  • Handle emergency calls in accordance with established procedures.
  • Keep management informed of any outstanding calls or issues requiring attention.
  • Maintain updated directories of contact information for healthcare providers.
  • Ensure daily schedules are accurate and effectively communicated.
  • Familiarize yourself with departmental responsibilities to facilitate efficient call handling.
  • Provide translation services for patients as required.
  • Assist with data entry into the electronic medical records system.
  • Request patient records for medical staff as necessary.
  • Notify physicians of any consult requests.
  • Report urgent equipment repair needs to management.
  • Adhere to HIPAA guidelines in the handling of patient information.
  • Comply with safety protocols at all times.
  • Exercise discretion regarding internal policies when communicating with patients.
  • Perform additional duties as assigned.

Qualifications

  • High School Diploma or GED required.
  • 1-2 years of experience in a switchboard or operator role.
  • Minimum of 1 year of experience in a front desk or patient-facing role within a healthcare environment.
  • Experience in an Ear, Nose, Throat, and Allergy specialty clinic is preferred.
  • Bilingual proficiency in English and Spanish is essential.
  • Basic understanding of HIPAA regulations and CPT coding.
  • Willingness to travel between various clinic locations.
  • Strong communication skills with patients, healthcare providers, and team members.
  • Excellent organizational and interpersonal skills.
  • Ability to work independently with a high level of accuracy.

Physical Requirements

  • Ability to sit for extended periods.
  • Frequent use of hands and fingers for repetitive tasks.
  • Occasional lifting of up to 20 lbs.
  • Reasonable accommodations may be made for individuals with disabilities.

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