BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

White-Plains-Hospital; City of White Plains (NY); On-site; USD 38,000 - 57,000; Full time

Job summary

White Plains Hospital Medical Center is seeking a bilingual Customer Service Representative for the Financial Services department. This role handles English- and Spanish-speaking patient inquiries, processes credits and payments, and reconciles accounts.

The position supports walk-in patients and updates the EMR with accurate information. The candidate will respond to calls, emails, and notes, ensure proper billing, and may escalate issues to management.

Qualifications

• Fluent in English and Spanish.
• Minimum of 1–2 years’ hospital experience.
• Customer service experience with internal and external customers.
• Clerical experience.
• Knowledge of third-party billing and reimbursement.
• Ability to operate basic office equipment and computers.
• Retains composure under stress.
• Ability to cooperate with others.

Responsibilities

• Answer all incoming telephone calls with efficient resolution.
• Assist walk-in patients to resolve patient account issues.
• Communicate with patients to obtain accurate information and update EMR accordingly.
• Ensure accounts are updated and sent to insurance when information is received.
• Recode accounts by insurance carrier and plan numbers for proper billing.
• Respond to patient emails, voicemails, and correspondence and resolve issues.
• Escalate issues to management as needed.
• Complete charge adjustments and allowances on accounts as needed.
• Process rejections on third party accounts.
• Review laser statements during downtime and initiate third party billing as needed.
• Review and reconcile patient overpayments.
• Process patient payments and research discrepancies.
• Perform other related duties as assigned.

Skills

Bilingual English/Spanish

Education

High School Diploma

Healthcare Business Insights (HBI) completion

Tools

EMR system

Job description

City/State:White Plains, New YorkDepartment:Financial Services Patient Accounting_8Work Shift:DayWork Days:MON-FRIScheduled Hours:8 AM-4 PMHours Per Pay Period:75Pay Rate/Range:$27.6106-$41.4267For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.Job SummaryThe bilingual customer service representative position is responsible for providing customer service assistance to English- and Spanish-speaking customers. The Customer Service Representative is responsible for answering all incoming telephone calls, responding to patient emails, correspondence, and messages to resolve patient issues and concerns in both English and Spanish. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk-in patients to resolve patient account issues and concerns.Essential Functions1. Responsible for answering all incoming telephone calls in a proficient manner with resolution in the shortest amount of time possible2. Responsible for assisting walk-in patients in resolving patient account issues3. Responsible to communicate with patients to obtain accurate information and update EMR system accordingly4. Responsible to assure accounts are properly updated and sent to insurance companies when updated information has been received or obtained5. Recodes accounts by insurance carrier and plan numbers to assure proper billing6. Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary7. Responsible to escalate to management issues as identified8. Completes charge adjustments and allowances entries on accounts as needed9. Processes rejections on third party accounts10. Responsible for reviewing laser statements during call downtime and initiating third party billing to the appropriate insurance based on information provided by patient on the laser statement11. Review and reconciliation of patient overpayments12. Responsible for processing patient payments and researching discrepancies13. Performs all other related duties as assigned14. Understands and adheres to the WPH performance standards, policies and behaviorsQualificationsHigh School RequiredHealthcare Business Insights (HBI) must be completed by start date (High proficiency)Minimum of one to two year’s-experience in a hospital setting (Medium proficiency)Fluent in Spanish and English. Spanish Assessment test must be passed prior to end of probationary period (Medium proficiency)Customer service experience, ability to effectively communicate with internal and external customers (Medium proficiency)Clerical experience (Medium proficiency)Knowledge of third-party billing and reimbursementAbility to use basic office equipment and knowledge of computersRetains composure under stressAbility to cooperate with othersWhite Plains Hospital Medical Center is an equal employment opportunity employer. White Plains Hospital Medical Center will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.