Bilingual Call Center Representative Location: Washington, DC An acclaimed University in Washington, DC is seeking a Bilingual Call Center Representative for a long-term contract to work in their facility. We are seeking professional Bilingual Call Center Representatives that are looking for an opportunity to establish themselves within an organization for long-term growth. The Bilingual Call Center Representative acts as a liaison for the patients and the clinical staff, and medical faculty in the delivery of health care by performing a variety of administrative related tasks. RESPONSIBILITIES: Answer telephone promptly and in a polite and professional manner.Direct calls to other departments as neededSchedule appointments for patients.Schedule appointment correctly - review appointment date, time, location, and provider name with caller.Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.Remind caller of cancellation/no-show policy.Use sound judgment in handling calls, especially with upset patients.Understanding of when to escalate calls to physicians/practice manager/triage nurse.Answer questions and offer other information, as requested, to provide patient-focused serviceObtain and enter accurate demographic information into system (address, telephone number, name of insurance or self-pay status).Make calls to reschedule appointments when necessary. CORE COMPETENCIES:Knowledge of basic medical terminology.Ability to communicate English and Spanish clearly and professionally, both orally and in writing.Ability to handle confidential and sensitive information.Ability to communicate effectively on the telephone.Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.Ability to handle a call center environment: work quickly and multi-task.Ability to exercise good judgment to handle calls appropriately.Ability to demonstrate good customer service.Initiate and problem solve utilizing available resources within level of responsibility.Contribute to a positive work environment by interacting in a courteous, pleasant, and professional manner with patients, co-workers and outside contacts MINIMUM QUALIFICATIONS:MUST be fluent in English and SpanishHigh school Diploma or equivalentAssociate degree or related healthcare certification preferred2 years of experience in a health care or customer service setting requiredKnowledge of medical insurance preferredCompletion of medical terminology course preferredUnderstand OSHA regulations and HIPPA; safeguarding patients’ confidential/sensitive informationExperience working in a fast-paced environment
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