Customer Service Representative (Spanish-English Bilingual)

Description

The ideal candidate will have exceptional customer service skills, the ability to handle escalations, and a strong understanding of healthcare appointment procedures.

Key Responsibilities:

Tier 1 Support:

• Handle inbound and outbound calls, as well as emails, to assist patients with scheduling, rescheduling, or canceling appointments for Bone Density & Mammogram modalities.
• Verify patient demographic information, including date of birth (DOB), name, address, email, and phone number.
• Check and confirm patient insurance details and insurance ID number.
• Conduct scheduling questionnaires to ensure proper documentation and adherence to healthcare protocols.
• Utilize the search wizard to locate and confirm available appointment dates, locations, and times.
• Provide clear and concise preparation instructions for patients regarding their scheduled examinations.

Tier 2 Support:

• Manage scheduling, rescheduling, or cancellations for MRI, CT Scan, and Ultrasound appointments.
• Verify patient demographic and insurance details with a high level of accuracy.
• Conduct scheduling questionnaires and ensure compliance with medical requirements.
• Utilize advanced scheduling tools to search for optimal appointment slots.
• Provide thorough patient preparation guidelines specific to MRI, CT Scans, and Ultrasound exams.

Escalation Handling:

• Identify and escalate complex issues that require supervisor or Tier 2 intervention.
• Handle patient complaints or concerns with professionalism and empathy.
• Document escalations properly within the system for tracking and resolution.

• Fluent in both Spanish and English (spoken and written).
• 1+ years of experience in a customer service role, preferably in healthcare appointment scheduling.
• Strong communication skills and the ability to provide excellent patient support.
• Experience handling inbound and outbound calls, as well as email communication.
• Familiarity with healthcare insurance verification.
• Strong attention to detail and ability to follow standard operating procedures.
• Proficiency in using scheduling software and CRM tools.
• Ability to handle stressful situations and resolve issues effectively.

Preferred Qualifications:

• Prior experience in a medical office, hospital, or healthcare call center.
• Knowledge of HIPAA compliance and patient confidentiality.
• Experience working in a high-volume call environment.