Bilingual Healthcare Customer Service Representative, English/Spanish

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

📋 Description

• Provide outstanding and consistent customer experiences.

• Address customer queries via inbound and outbound calls as well as written communication.

• Resolve intricate billing and insurance matters for patients, law firms, insurance providers, and external facilities.

• Settle patient account balances that are overdue but have not been forwarded to collections.

• Respond to inquiries regarding deductibles, co-insurance, co-pays, denials, charge disputes, claim resubmissions, eligibility, and coding issues.

• Assess financial data and suggest payment options or assistance programs.

• Address consumer objections and concerns while negotiating payment solutions.

• Discuss payment resources and refer clients when necessary.

• Utilize required scripts and guidelines to optimize recovery during each call.

• Maintain a clear understanding of account requirements and associated documentation.

• Accurately document accounts with detailed notes and codes.

• Operate within internal and client systems.

• Achieve or surpass KPIs, including calls managed per hour, successful payment resolutions, and call quality.

• Adhere to company and client policies, procedures, relevant laws, Core Values, and Strategic Anchors.

• Perform additional duties as assigned based on business needs.

⛳️ Requirements

• Bilingual in English and Spanish.

• Previous experience in a call center and healthcare customer service environment is preferred.

• Familiarity with Artiva and Cerner Soarian is preferred; EPIC experience is a bonus but not mandatory.

• Working knowledge of medical billing and coding is preferred.

• Previous experience in a medical office and/or general understanding of health insurance is preferred.

• Strong verbal and written communication skills, proper grammar, and telephone etiquette.

• Ability to navigate multiple computer applications and databases.

• Moderate to advanced skills in computer keyboard typing and navigation.

• Capability to communicate over the phone while simultaneously navigating various computer systems.

• Proficient in overcoming patient objections and successfully negotiating payments.

• Dependable and responsible; arrives punctually and uses time productively and efficiently.

• Ability to effectively manage oneself in a remote work environment.

• Professional judgment and understanding of client business dynamics.

• Ability to maintain confidentiality of sensitive personal information and Protected Health Information (PHI).

• Capability to perform basic mathematical calculations including addition, subtraction, multiplication, division, and percentages.

• Self-motivated with a commitment to career success.

• High School Diploma or equivalent (GED) is required.

🏝️ Benefits

• Option for remote work or employment at the Marshfield, WI office.

• Opportunities for employee development and career advancement.

• Potential for promotion to team lead or functional roles.

• Career goal discussions with department leadership, Human Resources, and/or company leadership.