Bilingual Customer Service Representative

7 days ago

Bellaire, Texas, United States Retina & Vitreous of Texas Full time
Job Summary

We are seeking a highly skilled and compassionate Bilingual Customer Service Representative to join our team at Retina & Vitreous of Texas. As a key member of our customer service team, you will play a vital role in delivering exceptional service to our patients and ensuring their needs are met promptly and professionally.

Key Responsibilities
  • Answering Incoming Calls: Respond to patient inquiries, concerns, and requests in a courteous and empathetic manner.
  • Scheduling and Confirming Appointments: Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
  • Verifying Patient Information: Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
  • Updating Electronic Health Records: Update electronic health records (EHR) accurately and efficiently.
  • Providing Accurate Information: Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
  • Advancing Medical Knowledge: Stay up-to-date on various diagnoses to efficiently triage and schedule requirements.
  • Handling Patient Complaints: Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
  • Collaborating with External Professionals: Collaborate with external medical professionals, such as referring doctor offices and other internal departments, to ensure seamless patient care coordination.
  • Maintaining Physician Schedules: Maintain cohesive physician schedules for affiliated practices and locations.
  • Documenting Call Interactions: Document call interactions and relevant patient information accurately in the call center software system.
  • Adhering to Confidentiality Standards: Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
  • Participating in Ongoing Training: Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
  • Meeting Performance Metrics: Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
  • Handling High Call Volumes: Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
Qualifications
  • Education: High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
  • Experience: Previous experience in a call center, customer service, or healthcare setting is advantageous.
  • Language Skills: Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
  • Medical Knowledge: Familiarity with medical terminology, healthcare procedures, and insurance concepts.
  • Technical Skills: Proficiency in using call center software, databases, and electronic health records (EHR) systems.
  • Problem-Solving Skills: Strong problem-solving abilities to address patient inquiries effectively.
  • Professionalism: Ability to maintain professionalism and composure during stressful situations.
  • Confidentiality: Understanding of HIPAA regulations and patient confidentiality.
  • Adaptability: Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.
Benefits
  • Medical, Dental, and Vision Insurance
  • 401k with Match
  • HSA/FSA
  • Telemedicine
  • Generous PTO Package
  • Employee Discounts and Perks
  • Employee Assistance Program
  • Group Life/AD&D
  • Short Term Disability Insurance
  • Long Term Disability Insurance

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