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

Northwell Health is seeking a Bilingual Spanish Customer Service Representative to manage patient calls at their centralized call center in Jacksonville, Florida. The role involves assisting with appointment scheduling, resolving patient issues, and ensuring a high level of patient satisfaction.

Responsibilities

• Interacts with patients and caregivers via phone to provide best-in-class patient experience through the Health System's centralized call center. Performs a variety of technical service/support duties that may require practical or specialized knowledge
• Respond to inbound and outbound patient calls related to scheduling, messages to physician (test results, clinical advice, medication request, ect.), and other patient requests
• Follows 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 schedule patient appointments in a complex care setting using guided decision support technology
• Fully register and verify insurance eligibility
• Exercises independent judgment on basic or moderately complex issues regarding job and related tasks
• Assesses the callers need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue
• Provides first call resolution and advocates for patients/care givers
• Proactively monitors areas of concern or uncertainty related to access issues and suggest possible resolutions to optimize best outcome
• 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 HIPPA guidelines
• Promotes a positive and productive environment, supporting teamwork and communication
• Identifies specific patient needs and uses the appropriate call handling technique practices while supporting the patient on how to navigate the health system
• Uses documented procedures, policy manuals, knowledgebase, and other reference materials to assist in answering various general inquiries and issues
• Documents inquiries, issues, transactions, and other relevant information for health system tracking
• Communicates clearly and timely with patients and interfaces with practices
• Performs other related duties pertinent to delivering an easy and complete experience for the patient

Skills

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

Company Overview

Company H1B Sponsorship