At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world. We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place to Work. Position Summary The bilingual customer service representative position is responsible for providing customer service assistance to English- and Spanish-speaking customers. The Customer Service Representative is responsible for answering all incoming telephone calls, responding to patient emails, correspondence, and messages to resolve patient issues and concerns in both English and Spanish. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk-in patients to resolve patient account issues and concerns. Essential Functions and Responsibilities Includes the Following: 1. Responsible for answering all incoming telephone calls in a proficient manner with resolution in the shortest amount of time possible 2. Responsible for assisting walk-in patients in resolving patient account issues 3. Responsible for communicating with patients to obtain accurate information and update EMR system accordingly 4. Responsible to assure accounts are properly updated and sent to insurance companies when updated information has been received or obtained 5. Recodes accounts by insurance carrier and plan numbers to assure proper billing 6. Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary 7. Responsible to escalate management issues as identified 8. Completes charge adjustments and allowances entries on accounts as needed 9. Processes rejections on third party accounts 10. Responsible for reviewing laser statements during call downtime and initiating third party billing to the appropriate insurance based on information provided by the patient on the laser statement. 11. Review and reconciliation of patient overpayments 12. Responsible for processing patient payments and researching discrepancies 13. Performs all other related duties as assigned 14. Understands and adheres to the WPH performance standards, policies and behaviors Education Experience Requirements Fluent in Spanish and English. The Spanish Assessment test must be passed prior to the end of the probationary period. High School Diploma required Customer service experience required Clerical experience required Minimum of one to two years experience in a hospital setting Knowledge of third-party billing and reimbursement Ability to use basic office equipment and knowledge of computers Effective 12/1/2022, the HBI (Healthcare Business Insights) one-time certification course is required and must be completed during the onboarding period and prior to the starting date. Core Competencies Ability to cooperate with others Must be able to speak, write, understand and communicate the English and Spanish language Effectively communicate with internal and external customers Retains composure under stress Integrity to handle the confidential aspects of work Retains composure under stress Physical/Mental Demands/Requirements Work Environment May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospitals SDS (Safety Data Sheet) database and may be accessed through the hospitals Intranet site (Employee Tools/SDS Access). A copy of the SDS database can also be found at the hospital switchboard, saved on a disc. Must be able to remain in a stationary position 50% of the time. The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The person in this position frequently communicates with patients who have questions must be able to exchange accurate information in these situations. Must be able to detect and greet patients arriving. Primary Population Served Check the appropriate box(s) below: âNeonatal (birth 28 days) âPatients with exceptional communication needs âInfant (29 days less than 1 year) âPatients with developmental delays âPediatric (1 12 years) âPatients at end of life âAdolescent (13 17 years) âPatients under isolation precautions âAdult (18 64 years) âPatients with cultural needs âGeriatric ( 65 years) â'All populations âBariatric Patients with weight related comorbidities â non-patient care population The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital. Salary range:$53,840.67- $80,782.07