Job Title: Bilingual Customer Service Representative – Patient Appointments & Call Reminders
Job Overview: ACE Healthcare Solutions is looking for a detail-oriented and compassionate Bilingual Customer Service Representative to join our team. The ideal candidate will assist patients with scheduling, confirming, referrals, general queries of patients, and reminding them of their medical appointments in both English and Spanish. The position requires excellent communication skills, empathy, and the ability to handle multiple tasks in a fast-paced environment while providing a positive experience for patients.
Key Responsibilities:
- Appointment Scheduling, Referrals, and Coordination:
- Assist patients with scheduling, rescheduling, and canceling appointments for various medical services, ensuring they are aligned with physician availability and patient needs.
- Confirm patient details such as time, date, location, and provider for upcoming appointments.
- Provide guidance to patients regarding appointment preparation, necessary documentation, and insurance requirements.
- Call Reminders & Follow-Ups:
- Conduct automated and manual outbound calls to remind patients of upcoming appointments in both English and Spanish.
- Confirm appointment attendance, address patient concerns, and reschedule if necessary.
- Ensure all patients are reminded of their appointments within an appropriate timeframe.
- Patient Support & Inquiries:
- Answer inbound calls from patients, providing assistance with appointment inquiries, rescheduling, or cancellations in both languages.
- Address and resolve any appointment-related questions or issues, such as location changes, provider availability, or service details.
- Provide patients with any additional instructions they may need for their appointments, including pre-appointment preparation or required forms.
- Record Keeping & Documentation:
- Accurately document all interactions with patients in the system, including appointment details, reminders, cancellations, and rescheduling.
- Maintain up-to-date patient contact information to ensure reminder calls and communications are effective.
- Collaboration & Communication:
- Work closely with other departments, including medical staff and the scheduling team, to ensure smooth appointment coordination.
- Provide feedback to management regarding patient concerns, appointment trends, and opportunities for process improvement.
- Adherence to Policies:
- Follow all company protocols and healthcare regulations, including HIPAA, to protect patient privacy and confidentiality.
- Stay informed about appointment scheduling best practices, system updates, and any changes in healthcare guidelines.
Qualifications:
- Education: High school diploma or equivalent required; associate's degree or higher preferred.
- Experience:
- 1-2 years of customer service experience, preferably in a healthcare setting or call center.
- Experience with appointment scheduling or medical office software is a plus.
- Language Skills: Fluency in both English and Spanish (spoken and written) is required.
- Communication Skills: Excellent verbal and written communication skills with the ability to effectively interact with patients of diverse backgrounds and in a professional manner.
- Organizational Skills: Strong ability to manage and prioritize multiple appointments and tasks in a busy environment.
- Attention to Detail: Accurate data entry and careful handling of patient information.
Key Traits:
- Empathetic and patient-centric approach, with a genuine desire to help patients and make their experience as seamless as possible.
- Ability to handle sensitive situations with professionalism and tact.
- Ability to work independently, while also collaborating as part of a team.
- Strong time management skills and ability to adapt to changing priorities.
Work Environment:
- On-Site
- Full-time position with competitive benefits, including healthcare coverage, paid time off, and retirement plans.
Job Type: Full-time
Pay: $16.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Application Question(s):
- Are you bilingual? Can you speak English and Spanish fluently?
- Do you have any Customer Service experience in healthcare?
Education:
- High school or equivalent (Preferred)
Experience:
- Patient care: 1 year (Preferred)
Ability to Commute:
- Tampa, FL 33634 (Preferred)
Work Location: In person
