Bilingual Customer Service Representative

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Respond to telephone calls promptly and courteously in a professional manner.

• Collect and accurately input demographic data into the electronic medical record system.

• Address inquiries and provide additional information as needed to ensure a patient-centered service experience and foster a positive image of the organization.

• Actively seek and support modifications in call flow processes and communication services.

• Propose enhancements and engage in organized initiatives aimed at improving service levels.

• Consistently meet and surpass call volume expectations.

• Comply with all HIPAA regulations.

• Follow all Sequence Health policies diligently.

• Route calls to appropriate departments as required.

• Exercise sound judgment when managing calls, particularly with distressed patients.

• Recognize when to escalate calls to physicians, practice managers, or triage nurses.

• Conduct reminder calls as needed.

• Make calls to reschedule appointments when necessary.

• Assist with callbacks and other projects as call volume allows.

• Perform any other duties essential to uphold our values, achieve our mission, and adhere to our company principles.

⛳️ Requirements

• Minimum of 1 year of experience in healthcare, sales, or customer service, preferably within a contact center setting.

• At least 1 year of call center experience preferred.

• A minimum of 1 year of experience in a medical or healthcare setting preferred.

• Previous experience in medical scheduling is preferred.

• Proficient in Microsoft Office Suite (Excel, Word, and Outlook) and internet navigation.

• Capability to manage confidential and sensitive information effectively.

• Ability to thrive in a "call center" environment: work efficiently and juggle multiple tasks.

• Proficient in multitasking across several systems and multiple monitors simultaneously.

• Adept with technology, software applications, and telephone systems.

• Outstanding verbal and written communication skills - positive and proactive, collaborating with others to identify opportunities for improvement.

• Bilingual in English and Spanish is preferred.

🏝️ Benefits

• Medical Insurance

• Vision Insurance

• Dental Insurance

• Flexible Spending Account (FSA)

• Company-paid short- and long-term disability

• Employee Assistance Program

• Life Insurance

• Accident insurance

• Additional voluntary benefit programs for employees and their eligible dependents.

• 401(k) retirement plan with company match.