Bilingual Customer Contact Specialist

VGM Group, Inc.

Bilingual Customer Contact Specialist facilitating communication between patients and payers in healthcare services. Assisting with interpretation services and managing customer queries in English and Spanish.

Posted 5/12/2026full-timeRemote • Iowa • 🇺🇸 United StatesMid-LevelSenior💰 $17 - $20 per hourWebsite

About the role

Key responsibilities & impact

Manage a large volume of incoming calls and email communication
Respond to customer queries accurately and in a timely manner through email or phone
Answer calls from referral sources in a timely and professional manner, and answer questions regarding the referral process to satisfy our customers
Facilitate with Follow-Up communication for Spanish-speaking patients by contacting the patient, provider, or on-line tracking system to confirm items were delivered and/or services rendered
Communicate with supervisor, peers, and external parties to keep them informed of updates regarding patients or payers, including outlying situations that could affect the referral
Collect and enter accurate and detailed patient, provider, and payer information into the Company’s claims platform on a real-time basis to prevent delays in coordinating services or billing
Work with patients/clients/beneficiaries’ insurance companies to assist in resolving issues or concerns
Answer questions from patients, staff, insurance companies, providers, and payer sources
Ensure patients receive a high standard of service delivery and care through a series of quality questions to ensure Company quality standards are being met
Being on the phone is a required and essential function of the job
Identify and resolves service issues and complaints
Intake new orders as needed
Maintain knowledge of company policies and procedures and regulatory, contractual, and accreditation requirements
Remain available for after hours on-call coverage
Follow strict confidentiality and HIPAA privacy and security guidelines
Perform other duties as assigned

Requirements

What you’ll need

High school diploma/GED desired
Equivalent professional experience preferred
Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements
Experience working in a customer service role
Bilingual in English and Spanish – reading, writing, and speaking (required)
Fluent in Spanish - verbal and written communication (required)
High degree of integrity and trust
Ability to multitask and prioritize
Possesses strong time management and organization skills
Detailed oriented
Flexible with the ability to routinely adapt to change
Team player with excellent communication skills
Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD’s and LCD’s preferred but not required

Benefits

Comp & perks

Performance-based cash incentive awards

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ICD-10HCPCSCPTbillingcodingclaims platformcustomer servicemultitaskingtime managementdetail-oriented

Soft Skills

communicationintegritytrustorganizationflexibilityadaptabilityteam playerproblem-solvingcustomer satisfactionservice delivery

Certifications

high school diplomaGEDcontinuing education