Bilingual Call Center Representative

About Our CompanyWe’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.Job DescriptionHome Location: 4650 Westway Park Blvd Houston, TX 77041Shift: Monday - Friday 8am - 5pmAs an Outbound Call Center Representative, you will offer inbound and Auto-dialer outbound phone support using telephony and EMR system(s). The ideal candidate has experience in a high fast paced call center environment and can understand the needs of others to meet those needs with great service and operational processing accuracy. Knowledge of the healthcare industry including clinical terminology, insurance, medical billing processes, and EMR/HIN systems preferred but not required. The ability to have premier service interactions with patients is critical to success in this role, in addition to processing with operational accuracy and excellence.How You Will Get Things Done:Answer all phone calls in a patient, empathetic, and passionately communicative mannerConsistently process requests with the absolute highest degree of operational accuracySchedule appointments and demonstrate active listening to identify and analyze client problems, providing information and solutions in a timely mannerCollect and update new patient’s demographic and insurance informationProvide clear, thorough, and accurate documentation of all interactions with patients, and other individuals on behalf of patients, in the patient’s electronic health recordsFollow organizational guidelines regarding the use of the Electronic Medical Record (EMR) in compliance with HIPAA and patient confidentiality standardsMaintain access to the Health Information Exchange (HIN) and other related systemsMaintain and work with Health Information Technology to proactively identify the need for patient careHandle high volume, rapid pace Inbound and Auto Dial Outbound callsNavigate patient to care, as assignedHow You Will Build Trust:Communicate effectively, including appointment details, insurance information, and medical questions via telephone, email, and chatEnsure that all barriers to care (such as language, transportation restrictions, or financial needs) are addressedDeliver on a commitment to solve problems with patience and understanding, providing knowledgeable and thoughtful service to exceed expectationsHow You Will Innovate:Use HIN and other related systems to gather information needed to coordinate care and keep patients’ electronic health records up to date with the status of care that is being coordinatedEXPERIENCE TO DRIVE CHANGEHigh school diploma or GED1+ year of experience working in a fast paced, high growth call centerExperience working with an Outbound Auto-Dialer requiredExcellent telephone etiquetteSkilled in basic computer operations and EMRExperience working with Saleforce preferredService center excellenceExperience in the medical or health insurance field preferredBilingual in English and SpanishAbout Our CommitmentTotal Rewards at VillageMDOur team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.Equal Opportunity EmployerOur Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.Safety DisclaimerOur Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, or file a complaint at #J-18808-Ljbffr