Bilingual Patient Relations Specialist

Job Description

Job Description

Essential Duties and Responsibilities:

• Answer calls from patients and other stakeholders
• Communicate effectively in both English and Spanish to assist patients with their inquiries
• Coordinate with other teams to ensure first call resolution
• Provide support such as explaining services and billing to patients
• Solid understanding of the products and services offered by the company to assist callers
• Provide translation to other members of the VieMed team who are engaging with Spanish speaking patients
• Address patient concerns and de-escalate issues when necessary
• Follow up with patients to ensure their needs are met and are satisfied with the service
• Perform Quality Assurance audits on call recordings in the phone system to provide feedback to department leaders for coaching and guidance to teams.

Minimum Qualifications:

• High School Diploma or equivalent.
• Outstanding customer service skills as evidenced by prior experience.
• 1-3 years’ work-related experience in a health care setting preferred.
• Language Proficiency: Fluent in both English and Spanish with excellent verbal and written skills in both languages required.

Preferred Knowledge, Skills, and Abilities:

• Excellent communication skills, both written and verbal, to interact knowledgably with patients, physicians, etc.
• Strong interpersonal and emotional intelligence skills to effectively problem solve and present solutions
• Understands and adheres to confidentiality requirements in relation to patient information

You will be expected to work during regular business hours, Monday through Friday, 8:00 a.m. – 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

We are an equal opportunity employer and all qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

By submitting your application and participating in the interview process, you acknowledge and consent that interviews, video meetings, phone screenings, and other recruiting interactions may be recorded for evaluation, training, quality assurance, compliance, and hiring purposes. These recordings may be reviewed by authorized company personnel and may be processed using artificial intelligence or automated tools to assist with notetaking, transcription, scheduling, candidate evaluation support, and other recruiting functions. No employment decision will be based on automated processing. By submitting an application and participating in the interview process, you acknowledge and consent to the recording and processing in accordance with applicable laws and company privacy policies.