Bilingual Customer Service Rep

Overview: 

This role involves conducting telephone patient satisfaction surveys for healthcare research studies, capturing responses accurately and in real time using structured scripts. Because it serves both English and Spanishspeaking patients, bilingual (English/Spanish) fluency is required. The ideal candidate is comfortable with repetitive, detailoriented work and maintains strict confidentiality in compliance with HIPAA. Reliability, punctuality, and a customer service mindset are essential to success in this position.

Responsibilities:

- Conduct patient interviews by phone in both English and Spanish using structured survey scripts for CAHPS, emergency department, outpatient, and inpatient discharge studies.
- Enter patient responses in real time while actively listening, verifying details such as hospital name and discharge date, and maintaining control of the conversation.
- Communicate courteously and with empathy to encourage participation, escalating unresolved questions or issues to management.
- Protect patient confidentiality and adhere to HIPAA requirements while maintaining focus during 46 hour onsite work stretches.

Requirements:

- High school diploma or equivalent with at least 1 year of call center, data entry, or office experience with at least 6 months of relevant work experience within the last 12 months.
- Fluency in both English and Spanish (spoken and written), with the ability to maintain conversation control.
- Strong, accurate typing skills and basic computer literacy, including functions such as copy and paste.
- Ability to pass a Microsoft Word proficiency test at 80% or better and an alphanumeric data entry assessment.
- Consistent punctuality, reliable transportation to the worksite, and a collaborative, customer serviceoriented attitude.
- Availability for a 6-week training period, Monday through Friday, 8:00 a.m. to 5:00 p.m., followed by a 11:30 a.m. to 8:00 p.m. shift.
- Residency within 35 miles of Birmingham, AL 35242.