Bilingual Customer Service Representative

Job Summary

• Provides exceptional customer service to callers.  Troubleshoots billing inquiries, explains benefits coverages, and explains course of action and timeframes.
  
• Ensures proper documentation, recording, and closure of issues.
  
• Collaborates with other internal departments to research insurance denials, missing payments, and attorney requests.
  
• Prints and mails itemized statements to patients and insurance companies while abiding by HIPAA regulations.
  
• Performs special projects and other duties as assigned.
  

Requirements

Minimum Qualifications

• Education: High School Diploma or Equivalent.   
  
• Experience: One (1) year of call center customer service experience in a high volume, fast paced environment.  Healthcare call center experience preferred. Bilingual Spanish.
  
• Licensing/Certification/Registration: NA 
  

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of the Explanation of Benefits.
  
• Knowledge of a variety of insurance plans.
  
• Knowledge of ICD-10 and CPT Codes.
  
• Strong word processing, spreadsheet, and database software skills.
  
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals.
  
• Strong oral, written, and interpersonal communication skills.
  
• Strong time management skills.
  
• Strong organizational skills.
  
• Strong customer service skills.
  
• Ability to understand, analyze, interpret, and explain complex documents.
  
• Ability to work in a team environment.
  
• Ability to adhere to standards and quality guidelines.
  
• Ability to read, understand, and apply state/federal laws, regulations, and policies.
  
• Ability to remain flexible and work within a collaborative and fast paced environment.
  
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner.