Call Center Specialist / Competitive Pay + Bilingual Incentive!
Full Job Description
Competitive pay plus a bilingual incentive! Generous health insurance options, paid time off, dental insurance, 401(k), 401(k) matching, vision insurance, tuition reimbursement, life insurance, employer paid short term and long term disability, flexible spending account, employee assistance program!
HealthFirstBluegrass Inc., a Federally Qualified Health Center (FQHC), provides a myriad of high-quality culturally and linguistically appropriate services to diverse populations throughout Lexington KY. We provide medical, dental, pharmaceutical, mental health, integrated health services, family and social services, and health education for all age groups. We are committed to ensuring the human right of accessible primary medical care through advocacy and community empowerment.
HealthFirst Bluegrass Inc. is committed to maintaining a work environment that is "employee friendly" to assure the organization's ability to recruit and maintain excellent employees. Currently, the organization offers competitive salaries for positions.
The Patient Services Specialist (PSS) is the first point of contact for HealthFirst Bluegrass and is responsible for creating a positive patient/caller experience by responding to calls in an accurate, friendly, and professional manner. PSS must be able to utilize all policies, procedures, and resources to answer questions and direct callers appropriately to resolve their concerns. PSS will need to demonstrate empathy and the ability to listen to caller’s concerns and questions and communicate to callers in a clear and knowledgeable manner.
- Bi-lingual skills required- Must be proficient in English AND Spanish to successfully pass a language assessment.
ESSENTIAL DUTIES and RESPONSIBILITIES:
o Provide excellent customer service to all callers. This includes but is not limited to the following: demonstrating a high level of patience and respect with all callers, avoiding distractions to ensure each caller is assisted promptly and appropriately ensuring a positive experience.
o Handle large amounts of inbound and outbound calls per day while meeting other departmental expectations
o Schedule appointments for multiple providers/clinics (New patient and existing patient)
§ Scheduling within the guidelines of clinics; verifying schedules and insurances
§ Review appointment date, time, location, and provider
§ Instruct new patients on required paperwork and what to bring to appointment
§ Reminder calls and rescheduling appointments
o Evaluates and assesses patient’s healthcare needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines
§ Understanding of when to escalate calls to nurses, clinical teams, supervisor, or managers
o Obtain and enter accurate demographic information into EMR system or other ticketing system
o Accurately documents patient’s symptoms/complaints and advice provided per protocols and guidelines
o Answers questions and/or appropriately routes requests for assistance to provide patient-focused service
o Assist in connecting patients to outreach and enrollment specialists or community health workers as needed
o Assist patients with billing questions; work with third party vendor to resolve issues when required.
o Adhere to HIPAA requirements
o Other duties as assigned.
JOB REQUIREMENTS and QUALIFICATIONS
o Previous customer service experience: high volume call center experience preferred.
o Healthcare/Insurance industry background preferred.
o Understanding of Medicare/Medicaid preferred
EDUCATION and/or EXPERIENCE
High School graduate/GED and 3 years’ experience in a general clerical or clinical setting or Associates Degree in closely related field. Previous experience in a medical practice or call center experience preferred.
Job Type: Full-time
Pay: $15.57 per hour
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
- 8 hour shift
- Are you proficient in English and Spanish to successfully pass a language assessment? (Answer Yes or No)
- High school or equivalent (Required)
- Customer Service: 1 year (Preferred)
- Spanish (Required)
Work Location: One location