Bilingual Customer Contact Specialist

📋 Description

• Oversee a significant volume of incoming calls and email correspondence.

• Provide timely and accurate responses to customer inquiries via email or phone.

• Handle calls from referral sources promptly and professionally, addressing questions regarding the referral process to meet our customers' needs.

• Assist with follow-up communication for Spanish-speaking patients by reaching out to the patient, provider, or using online tracking systems to verify that items were delivered and/or services were provided.

• Maintain communication with supervisors, colleagues, and external parties to keep them updated on patient or payer developments, including any unusual situations that could impact the referral process.

• Gather and input precise and comprehensive patient, provider, and payer information into the Company’s claims platform in real-time to avoid delays in service coordination or billing.

• Collaborate with patients, clients, and beneficiaries’ insurance companies to help resolve any issues or concerns.

• Address inquiries from patients, staff, insurance companies, providers, and payer sources.

• Ensure that patients receive a high level of service delivery and care by asking a series of quality questions to confirm that Company standards are upheld.

• Being on the phone is a critical and essential aspect of the role.

• Identify and resolve service-related issues and complaints.

• Process new orders as necessary.

• Stay informed about company policies and procedures as well as regulatory, contractual, and accreditation standards.

• Be available for after-hours on-call responsibilities.

• Adhere to strict confidentiality and HIPAA privacy and security protocols.

• Carry out additional duties as assigned.

⛳️ Requirements

• High school diploma or GED is preferred.

• Relevant professional experience is advantageous.

• Must fulfill continuing education requirements as per Company, regulatory, contractual, and accreditation guidelines.

• Experience in a customer service position is essential.

• Bilingual proficiency in English and Spanish – reading, writing, and speaking (mandatory).

• Fluent in Spanish with strong verbal and written communication skills (mandatory).

• High level of integrity and trustworthiness.

• Capability to multitask and prioritize effectively.

• Strong time management and organizational abilities.

• Attention to detail is crucial.

• Flexibility and the ability to adapt to change routinely.

• Team player with outstanding communication skills.

• Familiarity with various healthcare billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCDs and LCDs is preferred but not required.

🏝️ Benefits

• Performance-based cash incentive awards.