Trilingual Customer Service Representative

Guideway Care

Customer Service Representative providing healthcare support to patients via phone calls and documentation. Delivering patient-focused service while maintaining HIPAA compliance in a remote setting.

Posted 5/23/2026full-timeRemote • Alabama • 🇺🇸 United StatesJunior💰 $18 - $21 per hourWebsite

About the role

Key responsibilities & impact

Answer telephone promptly and in a polite and professional manner
Obtain and enter accurate demographic information into electronic medical record
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
Seeks and supports changes in call flow processes and communication services
Suggests improvements and participates in organized efforts to improve service levels
Meets and exceeds call volume standards
Adheres to all HIPAA policies
Adheres to all Sequence Health policies
Direct calls to other departments as needed
Use sound judgment in handling calls, especially with upset patients
Understanding of when to escalate calls to physicians/practice manager/triage nurse
Make reminder calls as requested
Make calls to reschedule appointments when necessary
Provide assistance with call backs and other projects as call volume permits
Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Requirements

What you’ll need

1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
1+ years experience working in a call center preferred
1+ years experience working in a medical or healthcare environment preferred
Previous medical scheduling experience preferred
Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
Ability to handle confidential and sensitive information
Ability to handle a "call center" environment: work quickly and multi-task
Ability to multi-task using several systems and multiple monitors at the same time
Proficient with technology, software applications, and phone systems
Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
Trilingual in English, Spanish, and Brazilian Portuguese

Benefits

Comp & perks

Medical Insurance
Vision Insurance
Dental Insurance
Flexible Spending Account (FSA)
Company paid short- and long-term disability
Employee Assistance Program
Life Insurance
Accident insurance
Other voluntary benefit programs for employees and their eligible dependents.
401(k) retirement plan with a company match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

medical schedulingcall center experiencecustomer servicedemographic data entryHIPAA compliancemulti-taskingproficient in Microsoft Office Suiteproficient with phone systemshandling confidential informationcall escalation

Soft Skills

verbal communicationwritten communicationproblem-solvingcollaborationsound judgmentpositive attitudeproactive approachadaptabilitycustomer-focused serviceorganizational skills