Customer Service Representative (Spanish-English Bilingual)

We are seeking a dedicated and detail-oriented Spanish-English Bilingual Customer Service Representative (CSR) to join our healthcare support team. This role involves inbound and outbound calls, as well as email communication, to assist patients with scheduling, rescheduling, and canceling medical imaging appointments. 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.

Requirements

⚫ 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.