Bilingual Medical Customer Service Rep

Description

We are offering a contract to hire employment opportunity for a Bilingual Medical Customer Service Representative in Methuen, Massachusetts, United States. This position plays a vital role in our healthcare team by providing exceptional customer support in a high-volume call center environment. The successful candidate will be skilled in complaint handling, EMR (Electronic Medical Records), and proficient in both English and Spanish language.

100% ONSITE

Responsibilities

• Cultivate a positive and supportive work environment for Customer Support Representatives

• Assist in maintaining phone statistics to ensure an abandoned rate of less than 10% for both operations and nursing

• Continually update knowledge and skills, incorporating new learning into daily practice

• Conduct routine audits of OneNote and alert Supervisor/Manager of any updates needed

• Assist Customer Support Center Team Leads with orientation and training of new staff members

• Answer all incoming calls promptly and professionally using the appropriate script ensuring confidentiality and customer service are the first priority

• Screen calls to determine the best course of action - whether the CSR can assist the patient with requests, take a message and explain that the patient will receive a call back, or transfer calls to a specific department for resolution

• Verify and update patient's demographics and insurance coverage before scheduling an appointment and refer patients with insurance issues to the New Patient Intake Coordinators for insurance assistance

• Collect email addresses from all patients and register them in the patient portal

• Check patient's appointment history to ensure scheduled appointments are still needed

• Create new patient accounts if the new patient's insurance is in network and schedule appropriate appointments

• Schedule appointments using call handling protocol and follow appointment scheduling protocol using the OneNote document, reviewing appointment date, time, location, and provider's name with the caller

• Inform callers to arrive 15 minutes before their scheduled appointment and to bring necessary items to the appointment including valid photo identification, insurance card, medications, office visit fee, and verification of income if applicable

• Communicate non-urgent nursing messages to the nursing team via EMR with messages inserted into the appropriate template and saved to the appropriate staff or team

• Complete Internal Patient Transfer form in Connect when patients request PCP change or transfer care to another location

• Notify appropriate staff of patients' late arrivals and follow cancellation and rescheduling procedures.

Requirements - Proficiency in handling customer complaints in a professional and efficient manner

• Proven experience in a customer service role, preferably within a medical setting

• Familiarity with EMR (Electronic Medical Records) and ability to manage them effectively

• Experience in a call center environment, ideally within a high volume inbound call center

• Strong skills in Spanish language and translation, with the ability to assist Spanish-speaking customers

• Ability to manage high call volumes and maintain excellent customer service standards

• Knowledge of call center operations and best practices

• Excellent communication and interpersonal skills to interact with diverse customers

• Ability to work in a team, demonstrating cooperation and mutual support to achieve goals.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.

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