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 essential to approach each interaction with a friendly demeanor, ensuring that patients feel supported during their time of need. Your role is crucial in making their experience with the Los Angeles Center for Ear Nose Throat and Allergy welcoming and efficient.

Key Responsibilities

  • Greet and assist patients and visitors, whether in person or via phone, addressing inquiries or directing them appropriately.
  • Confirm insurance and eligibility details, ensuring all necessary documentation is completed accurately.
  • Gather and verify patient information while scheduling appointments to ensure smooth operations.
  • Enhance patient satisfaction and optimize physician schedules by notifying relevant staff upon patient arrival.
  • Prepare and manage lab requisition forms as per physician requests.
  • Maintain accurate patient records by scanning and filing necessary documents.
  • Document outcomes of reminder calls for scheduled procedures and appointments in the system.
  • Ensure timely patient appointments by monitoring service delivery and reporting any delays.
  • Provide comfort to patients by addressing their concerns and maintaining a welcoming reception area.
  • Safeguard patient information by adhering to confidentiality protocols.
  • Follow established policies and procedures to maintain operational efficiency.
  • Contribute to team objectives by supporting colleagues and assisting with related tasks.
  • Help create informative welcome packets for new patients.
  • Exhibit exemplary communication skills that reflect the commitment to outstanding customer service.
  • Handle all aspects of telephone communications, including appointment scheduling and obtaining necessary authorizations.
  • Direct calls to appropriate departments and ensure accurate message delivery.
  • Manage emergency calls in accordance with established protocols.
  • Keep the Call Center Manager informed of any outstanding issues or calls.
  • Maintain an updated directory of provider contact information.
  • Ensure daily schedules are accurate and communicated effectively.
  • Be knowledgeable about departmental functions to facilitate efficient call processing.
  • Act as a translator for patients when required.
  • Assist with data entry into the electronic medical records system.
  • Request patient records as needed for physician consultations.
  • Report urgent equipment issues to the Supervisor/Manager.
  • Adhere to HIPAA guidelines regarding patient information confidentiality.
  • Comply with safety policies and procedures consistently.
  • Exercise discretion when discussing internal policies with patients.
  • Perform additional duties as assigned.

Qualifications

  • High School Diploma or GED required.
  • 1-2 years of experience in PBX/switchboard operations.
  • Minimum of 1 year of experience in a front desk or patient-facing role within a medical environment.
  • Experience in an Ear Nose Throat & Allergy specialty clinic is preferred.
  • Bilingual proficiency in English and Spanish is essential.
  • Familiarity with HIPAA regulations and CPT coding is beneficial.
  • Willingness to travel between various clinics as needed.
  • Strong communication skills with patients, healthcare providers, and staff.
  • 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.
  • Capability to lift and carry up to 20 lbs. occasionally.
  • Reasonable accommodations may be made for individuals with disabilities.

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