Customer Service Representative, Bilingual – Spanish
Empower AI
full-time
Posted on:
Location Type: Remote
Location: Remote • Virginia • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Understands and represents company’s mission, vision, and values to all internal and external customers
- Applies knowledge of the process of requesting medical records from various types of healthcare facilities, including but not limited to hospitals, community clinics, dental facilities, pharmacies, home or school-based care management companies, and clinical laboratories
- Applies knowledge of medical record document types to ensure the correct documentation is collected
- Engages customer in appropriate communication, managing expectations while building a collaborative relationship
- Responds to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
- Understands and resolves customer requests, questions and provides analysis of situations to determine best use of resources
- Obtains, evaluates and analyzes all relevant information to successfully handle inquiries
- Serves as liaison between the customer and various departments or team members in response to inquiries
- Directs unresolved issues to designated departments or team members for further investigation if necessary
- Participates in educating and communicating the program requirements to submitters and customers
- Responds to all written inquiries (letter, fax, and email) in a prompt and professional manner
- Records details of inquiries, comments and issues through data entry into customer service program and system as required
- Keeps records of customer interactions and transactions
- Records details of actions taken and provide follow-up and results orientation based upon established protocols
- Identifies and analyzes trends and reports to management team
- Recommends process improvement to management team (Lessons learned & Best Practices)
- Maintains a high level of knowledge and complies with all protocols, policies and procedures
- Files all project documents (hard and soft copies) in accordance with program requirements
- Provides assistance as needed to team members or other support
- Serves as liaison between the customer and the various departments or team members in response to telephonic inquiries
- Analyzes customer questions to determine best use of resources to resolve the situation
- Applies knowledge of softphone operation
- Complies with departmental policies and procedures
- Performs other duties as assigned by manager
Requirements
- Associate's Degree or equivalent related experience
- Fluency in written and spoken Spanish, including command of medical terminology
- 2 – 7 years call center or medical records handling experience
- Extensive knowledge of medical records and their components
- Extensive knowledge of medical record creation and retention practices, policies, and procedures
- Excellent oral and written communication skills
- Knowledge of and the ability to use Microsoft Word, Excel, Outlook, and Internet applications
- Team-oriented and able to implement the operational strategies and procedures that will help achieve the overall quality and production goals of the Customer Service Team
- Ability to efficiently organize and manage assigned workload
- Demonstrated knowledge of softphone platforms is preferred
- Familiarity with navigating healthcare phone systems/IVR menus preferred
Benefits
- Competitive salary
- Health insurance
- 401(k) matching
- Flexible work schedule
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
medical records handlingmedical record creationmedical record retention practicesdata entrycustomer servicecall center experienceanalysis of customer inquiriesprocess improvementtrend analysisdocumentation management
Soft skills
communication skillscollaborative relationship buildingcustomer expectation managementproblem-solvingorganizational skillsteam-orientedresults orientationprofessionalismcustomer interaction managementeducational communication
Certifications
Associate's Degree