Customer Service Representative Healthcare

Job description

🌟 We're Hiring! 🌟
At HealthFirst Bluegrass , we are more than a healthcare facility – we are a community dedicated to providing quality care to every individual, regardless of their background or financial situation. Our mission is to provide transformative healthcare for all .
Join the HealthFirst Bluegrass team as a Bilingual Patient Services Specialist (PSS) — the friendly voice that helps our patients feel heard, supported, and cared for from the very first call. 💙📞
🔹 What You'll Do:
• ️ Answer and direct calls with empathy and professionalism
• ️ Schedule appointments across multiple clinics
• ️ Help patients navigate their healthcare journey
• ️Navigate multiple platforms
• ️ Provide top-notch customer service in a fast-paced environment
• ️ Support billing, insurance, and outreach needs

🔹 What We’re Looking For:
✅ High school diploma or GED (Associate’s degree preferred)
✅ 1 year in clerical, clinical, or call center settings preferred.
✅ Healthcare or insurance experience is a plus!
✅ Passion for helping others!
✅ Bilingual - Conversing in Spanish and English.
Key Responsibilities:
• Provide excellent customer service to all callers. This includes but is not limited to the following: demonstrating a high level of patience and respect with all callers, avoiding distractions to ensure each caller is assisted promptly and appropriately ensuring a positive experience.
• Handle large amounts of inbound and outbound calls per day while meeting other departmental expectations
• Schedule appointments for multiple providers/clinics (New patient and existing patient)
• Scheduling within the guidelines of clinics; verifying schedules and insurances
• Review appointment date, time, location and provider
• Instruct new patients on required paperwork and what to bring to appointment
• Reminder calls and rescheduling appointments
• Evaluates patient’s healthcare needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines
• Be able to schedule nurse visits based on vaccine/injection schedules
• Be able to advise a patient to go to ED or UTC based on organizational approved call guidance.
• Be able to schedule acute visits based on need and time frame
• Understanding of when to escalate calls to nurses, clinical teams, supervisor, or managers
• Obtain and enter accurate demographic information into EMR system or other ticketing system
• Accurately documents patient’s symptoms/complaints and advice provided per protocols and guidelines
• Answers questions and/or appropriately routes requests for assistance to provide patient-focused service
• Assist in connecting patients to outreach and enrollment specialists or community health workers as needed
• Assist patients with billing questions.
• Adhere to HIPAA requirements

📍 Ready to be the voice of care and compassion?
Apply today and help us make healthcare more accessible and welcoming for our community!