Bilingual Patient Services Specialist (Remote)

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Job Summary The Patient Service Specialist plays a vital role in ensuring a positive experience for patients within a healthcare setting. We are looking for a cheerful, polite, very efficient, professional Remote Patient Services Specialist (Full Time) to work closely with other team members to provide outstanding service to patients and healthcare providers for a rapidly growing cardiology practice in Florida. The Patient Services Specialist will help patients with cardiology care by scheduling appointments and in-office testing. This role also assists with patient requests by answering questions through first call resolution or by warmly transferring them to other staff members who specialize in the requested area. To be a successful patient services representative, you should be customer-focused, detail oriented, and efficient. The candidate selected will complete training-on site in Coral Gables, after training staff work fully remote. Our team takes 100+ calls per day. This makes the position very fast paced, which we understand is not for everyone.

Duties

• Answer inbound calls and schedule office appointments and answer questions for new and established patients.
• Engage in active listening with callers, confirming or clarifying information and diffusing anxiety, as needed.
• Utilize software, databases, scripts, and tools as directed in formal training and regular coaching.
• Route tier 2 calls the appropriate personnel, as needed.
• Coordinate hospital consults with practice offices.
• Build lasting relationships with patients and other call center team members based on trust and reliability.
• Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service. (Trained Staff Take 100+ Calls Per Day)
• Make recommendations for appointment times, providers, and locations that may better suit patient needs.
• Learn new technologies and workflows as they are introduced. Information is always evolving so staff must keep current.
• Other related duties, as assigned.

Qualifications

• Applicants must be Bilingual in Spanish and English.
• Prefer healthcare focused call center experience or call center professionals accustomed to delivering a great caller experience in a high-volume setting.
• Prefer medical office staff accustomed to a fast-paced office where they were required to make patient appointments and multi-task in a large office or high-volume setting.
• Should feel confident in their ability once trained to take 100+ calls per day.
• Familiarity with medical terminology is very helpful for effective communication with patients and healthcare providers.
• Strong organizational skills with the ability to manage multiple tasks efficiently.
• Excellent interpersonal skills to foster positive relationships with patients and team members.
• Proficient in using office equipment and software related to medical administrative support. Athena appointment software knowledge a plus.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• High Speed Internet of 25MBPS download and 5MBPS upload is required. You will be required to provide proof of a speed test. Other than internet service, all necessary equipment will be provided by the employer after successful completion of on-site training.
• Remote employees are required to have a quiet place to work free of distractions.
• Must live in Miami Area or surrounding city and be able to commute to West Kendall for employee first day onboarding and equipment pick up and Coral Gables for 2-3 weeks of on-site training. Length of training will depend on applicants' ability to retain information.

This position offers an opportunity to contribute significantly to patient care while working in a supportive team environment. If you are passionate about helping others and have the necessary qualifications, we encourage you to apply for the Remote Patient Services Representative role.

Job Type: Full-time

Pay: $18.00 - $19.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: Remote