Remote Bilingual Healthcare Customer Service Representative

Position Overview

The Customer Service Bilingual Representative owns a portfolio of accounts within Excalibur’s Client Partner’s Self Pay, Self-Pay After Insurance and/or Payment Plan Accounts Receivable. This position is responsible for the rapid, compliant and patient-centric resolution of balances and the maximization of financial performance. Additionally, the role involves fielding inbound phone calls – whether supporting the Client’s Call Center or following up on assigned Self Pay account balances – in a professional manner that balances speed, empathy, and accuracy with a positive patient experience.

Job Type: Full-time | Compensation: $16.00 - $20.00 per hour | Expected Hours: 40 per week | Work Location: Remote

Key Responsibilities

• Fields Inbound Patient Calls
• Fields Insurance Carrier, Attorney and Non-Self Pay related Inbound Calls
• Manages assigned inventory through proper and timely cycling of Dispositional Segments within Excalibur or the Client’s software solution(s)
• Consistently meets the Total Touches per Day target for both Patients and Guarantors as determined by the assigned A/R segment and Client considerations
• Accurately sets up Payment Plans with Patients per Client guidelines
• Secures Payments and Partial Payments with Patients per Client guidelines
• Performs account research and resolution on Self Pay, FAP, and Insurance topics in a timely, results-oriented fashion
• Consistently documents all patient encounters in the Hospital’s source system and/or Excalibur’s workflow solution
• Performs initial assessments for Financial Assistant Program(s) per Client guidelines
• Assists with translation, interpretation, and customer support

Required Qualifications

• Patient-Centric Customer Service
• Empathy
• Multi-system toggling and organizational efficiency
• Strong documentation, written and verbal communication skills
• Proficiency in Microsoft Office (Word, PowerPoint, Excel)
• Knowledge of HIPAA and related Privacy and Security regulations
• Excellent communication skills with an ability to connect with patients, leaders, and staff
• Team player with a passion for healthcare
• Fluent in Spanish
• High School Diploma or equivalent is required

Benefits & Perks

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance