Bilingual Spanish Customer Service Representative- (Florida)-Jacksonville-Hybrid

Position Overview

Manages patient calls to the Health System's enterprise-wide centralized call center. Assists with appointment scheduling, messaging physicians (test results, clinical advice, medication request, etc.), and patient navigation to support Health System goals. Fulfills patient needs, resolves issues, and ensures patient satisfaction. Must reside within 60 miles of Jacksonville, FL.

Key Responsibilities

• Interacts with patients and caregivers via phone to provide best-in-class patient experience through the Health System's centralized call center.
• Responds to inbound and outbound patient calls related to scheduling, messages to physicians (test results, clinical advice, medication request, etc.), and other patient requests.
• Follows the standard escalation process for patients experiencing clinically urgent issues.
• Escalates questions, problems, and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments.
• Accurately schedules patient appointments in a complex care setting using guided decision support technology.
• Fully registers and verifies insurance eligibility.
• Exercises independent judgment on basic or moderately complex issues regarding job responsibilities and related tasks.
• Assesses caller needs, responds with critical judgment, and ensures appropriate resolution for inquiries or issues.
• Provides first call resolution and advocates for patients and caregivers.
• Proactively monitors areas of concern related to access issues and suggests possible resolutions to optimize outcomes.
• Supports revenue cycle goals by minimizing potential financial risk through accurate patient insurance and demographic registration activities.
• Maintains patient health information and protects confidentiality in accordance with HIPAA guidelines.
• Promotes a positive and productive environment, supporting teamwork and effective communication.
• Identifies specific patient needs and applies appropriate call handling techniques while guiding patients through the health system.
• Uses documented procedures, policy manuals, knowledge base, and other reference materials to assist in answering various inquiries.
• Documents inquiries, issues, transactions, and other relevant information for health system tracking.
• Communicates clearly and in a timely manner with patients and interfaces with practices.
• Performs other related duties pertinent to delivering a complete and easy experience for the patient.

Required Qualifications

• High School Education or equivalent, required.
• 1-3 years of customer service experience.
• Candidate must reside within 60 miles of Jacksonville, FL.

Benefits & Perks

• Compensation: The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant at the time of this job advertisement and may be modified in the future. Several factors such as location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget, and internal equity are considered.