Bilingual Customer Care Specialist

2 weeks ago

Dallas, Texas, United States Prism Health North Texas Full time
Job Overview

Core Values
The culture at Prism Health North Texas is grounded in our shared Core Values. Our decisions regarding hiring, promotions, and performance evaluations are influenced by these values and behaviors, making it essential for you to align with them:

  • We are solution-oriented. Our founders discovered solutions even during the AIDS crisis of the 1980s; we continue to be proactive, embrace change, and take initiative.
  • We maintain a positive outlook. We are adaptable, responsive, and never dismiss tasks as "not my responsibility." We pursue growth and are always prepared to extend our hours to assist the last patient.
  • We are driven by our mission. We are dedicated to achieving health equity, recognizing that every contribution is significant and valued. Our focus is on collective success rather than individual recognition.
  • We prioritize compassion. We celebrate diversity, equity, and inclusion; we practice kindness and engage in acts of goodwill, serving our patients and one another.

General Overview:
The Customer Care Specialist acts as the primary point of contact for clinic patients and manages both inbound and outbound communications. This role involves providing timely and professional responses to all inquiries and assisting in-clinic patients. The specialist delivers exceptional customer service and escalates calls to the relevant department when necessary.

Key Responsibilities

Specific Duties Include:

  • Managing all incoming and outgoing calls for the organization, directing them to the appropriate department or staff member.
  • Checking in patients, confirming demographic and insurance information, updating necessary forms, and overseeing the collection of co-payments.
  • Gathering required documentation for healthcare services rendered.
  • Scanning documents into the patient portal or medical records.
  • Handling incoming and outgoing mail and faxes.
  • Managing messages within the patient portal.
  • Coordinating appointment scheduling.
  • Verifying patient demographics and insurance coverage.
  • Responding to online inquiries.
  • Making outbound calls to patients for payment collection.
  • Maintaining voicemail messages for scheduled closures.
  • Overseeing inventory of office and breakroom supplies, ensuring availability for staff.
  • Identifying opportunities to enhance work processes and procedures, making recommendations to supervisors to improve effectiveness, productivity, and customer satisfaction.
  • Job duties and location may be adjusted as necessary to ensure adequate coverage at the front desk and phone lines.
  • Performing other assigned tasks as needed.
Essential Skills

Required Knowledge, Skills, and Abilities:

  • Exceptional customer service skills and a high level of professionalism.
  • Strong professional boundaries and effective communication skills.
  • Proficiency in Excel, Word, Outlook, and data entry.
  • Experience with electronic medical records.
  • Able to manage multiple ongoing tasks with minimal supervision.
  • Effective coordination between various departments.
  • Ability to work with diverse individuals.
  • Capability to lift up to 50 pounds.

Education and Experience:

  • Minimum requirement of a high school diploma or G.E.D.
  • At least 2 years of experience in a medical environment.
  • Bilingual proficiency in English and Spanish is preferred.

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