Bilingual Customer Service Representative

DOCS Management Services; Coos Bay (OR); On-site; USD 30,000 - 34,000; Full time

Job summary

DOCS Management Services in Coos Bay, OR is seeking a Bilingual Healthcare Customer Service Representative to deliver member-centered support for Oregon Health Plan benefits and services. This on-site role involves assisting members, providers and staff with inquiries, guiding enrollment processes, and ensuring accurate documentation.

You will engage with diverse members, translate as needed, and help navigate care options in a fast-paced environment while upholding quality service standards.

Qualifications

• High school diploma or GED; associate degree preferred.
• At least 2 years in a medical office/healthcare admin and 2 years in customer service.
• THW Certification preferred or willing to obtain; must reside in Oregon; bilingual English/Spanish required.

Responsibilities

• Provide member-centered, culturally and linguistically responsive service.
• Assist with health plan eligibility, benefits and claims information.
• Navigate members to OHP benefits and transportation options.
• Interpret and translate to support LEP members as needed.
• Document interactions and maintain accurate records in systems.
• Coordinate with providers, staff, and community partners to resolve issues.

Skills

Bilingual English/Spanish

Customer service experience

Education

High school diploma or GED

Associate degree in business administration preferred

Tools

Microsoft Office Suite

Job description

Location: Coos Bay, OR

Remote Status: On-Site

Job Id:314

# of Openings:1

We are currently hiring a BilingualHealthcare Customer Service Representative! If you are a great communicator, compassionate, enjoy a fast-paced work environment, and value being part of a team that makes a difference, you may be the right person for the position!

Classification: NON-EXEMPT | Status & Schedule: FULL-TIME,30-40hrs/week, generally Monday - Friday, may include additional hours to meet the needs of the position
Location: ONSITE, this position reports to the Coos Bay Office location

Salary: $22.00 - 25.00$/HOURLY
Department: MEMBER SERVICES | Reports to: CUSTOMER SERVICE MANAGER | Supervision Exercised: NON-SUPERVISORY

Job Purpose: Customer Service Representative

Responsible for providing member centered, culturally and linguistically responsive customer service while ensuring that health plan members receive accurate information and assistance accessing covered OHP benefits, including medical, behavioral health, dental, non-emergent medical transportation, and substance use disorder services. This position supports members and providers, responds to requests for coordinated care information, serves as a resource for staff, providers, and community partners, and helps members navigate services and address barriers to care.

Qualifications, Education, & Experience

• Minimum High School Diploma or GED; Associate degree in business administration preferred
• Minimum two years’ experience in a medical office, clinic or healthcare administration setting and two years’ experience in customer service-related position
• THW Certification preferred, or willing to obtain - Must reside in Oregon
• Bilingual proficiency in English and Spanish is required
• Talk with members and providers by phone or in person, handling inquiries in a prompt, courteous manner
• Greet people entering the building in a professional manner, determine nature and purpose of visit, and direct or call appropriate staff members to escort them to specific destinations
• Provide information to guests, members and the public, answer questions with discretion and tact
• Facilitate the resolution of complaints from customers, members, and/or the public, elevate to appropriate staff member(s) as necessary
• Act as a member advocate and liaison with providers and partners as needed to ensure members are connected to services
• Receive inquiries and route any issues to the appropriate person or department for resolution, responding in a timely manner and documenting the action taken
• Understand plan eligibility, benefit package and claims payment requirements
• Research, verify and resolve inquiries relating to Oregon Health Plan and Advanced Health eligibility
• Outreach members by phone to complete Health Risk Assessments
• Complete tracking and status reports
• Use current technology and software to document all activities from any mode of communication from members, providers and other customers
• Assist with the preparation and mailing of letters, notices, member handbooks, flyers, etc. as directed
• Receive and send packages
• Compose, type and edit correspondence, reports, memoranda and other material as assigned
• Ensure that the lobby is clean and kept free from clutter; report if windows, floors, walls, furniture, etc. need cleaning or repair
• Assist with other related clerical and administrative duties as assigned
• Participate in quality and organizational process improvement activities and teams when requested
• Ensure compliance with company policies and procedures as applicable to area(s) of responsibility
• Handle confidential information and materials appropriately and maintain a secure work area
• Other duties as assigned
• In their trained language, facilitate clear, understandable and satisfactory communication between staff, providers and members who depend on healthcare interpreter services
• Provide translation and interpretation services to ensure quality of care and quality of communication
• Assist and support persons with limited English proficiency (LEP) so they can have meaningful access and an equal opportunity to participate in their healthcare services, activities, programs and other benefits
• Participate in member appointments, phone calls and other various communications as directed to support members with meaning, which may also include translation of documents
• Assist with conducting regular review of the language access needs of our patient population
• Provide input on updating and monitoring the organization’s processes for providing healthcare interpretation
• Notify PCP and Care Management Team regarding changes in assigned patient behaviors, nutrition, exercise, substance use, medication adherence, and other issues as related to the established care plans
• Complete all required documentation inclusive of electronic documentation in a timely manner in accordance with regulations and organization policies and procedures
• Anticipate, identify, and help members to overcome barriers within the health care system to support the achievement of individual self-management goals
• Support and educate members in the management and adherence to treatment plan; exercise; nutrition; health care system navigation, substance use, and other health topics under the direction of care management
• Assist members and their families in accessing community-based support systems, understanding treatment options and preventive behaviors
• Help coordinate patient transportation and accompaniment as needed to scheduled appointments
• Bridge community, cultural, linguistic, educational, and other barriers to encourage self- care
• Participate and attend regularly scheduled supervision meetings and be prepared to share both successes and challenges of working with high-need members and the medical team
• Proactively communicate all concerns to Care Management and ICC, seeking support and guidance
• Interpret and represent the goals and objectives of the THW to community members and other agencies
• Participate in quality and organizational process improvement activities when requested
• Support and contribute to effective safety, quality, and risk management efforts by adhering to established policies and procedures, maintaining a safe environment, promoting accident prevention, and identifying and reporting potential liabilities
• Openly, clearly, and respectfully share and receive information, opinions, concerns, and feedback in a supportive manner
• Work collaboratively by mentoring new and existing co-workers, building bridges, and creating rapport with team members across the organization
• Provide excellent customer service to all internal and external customers, which includes team members, members, students, visitors, and vendors, by consistently exceeding the customer’s expectations
• Recognize new developments and remain current in care management and coordination best practice standards and anticipate organizational modifications
• Advance personal knowledge base by pursuing continuing education to enhance professional competence
• Promote individual and organizational integrity by exhibiting ethical behavior to maintain high standards
• Represent organization at meetings and conferences as applicable

Knowledge, Skills, & Abilities:

• Critical attention to detail for accuracy and timeliness
• High degree of initiative, judgment, discretion, and decision-making
• Ability to exercise sound clinical judgment, independent analysis, critical thinking skills, and knowledge of health conditions to determine best outcomes for members
• Ability to report to work as scheduled, and willingness to work a flexible schedule when needed
• Proficient in Microsoft Office Suite and Windows Operating System (OS)
• Training in or awareness of Health Literacy, Poverty Informed, Systemic Oppression, language access and the use of healthcare interpreters, uses of data to drive health equity, Cultural Awareness, Trauma-Informed Care, Adverse Childhood Experiences (ACEs), Culturally and Linguistically Appropriate Service (CLAS) Standards, and universal access
• Knowledge and understanding of how the positions’ responsibilities contribute to the department and company goals and mission
• Knowledge of federal and state laws including OSHA, HIPAA, Waste Fraud and Abuse
• Awareness and understanding of equity, diversity, inclusion, and the equity lens: ability to analyze the unfair benefits and/or burdens within a society or population by understanding the social, political, and environmental contexts of policies, programs, and practices
• Excellent people skills and friendly demeanor
• Critical thinking skills of using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Attention to detail and organization skills
• Ability to handle stress and sensitive situations effectively while projecting a professional attitude
• Ability to communicate professionally, both conversing and written
• Ability to work with diverse populations and interact with people of differing personalities and backgrounds
• Sensitive to economic considerations, human needs and aware of how one’s actions may affect others
• Ability to organize and work in a sensitive manner with people from other cultures
• Poised; maintains composure and sense of purpose

Working Conditions:

This position must have the ability to remain in a stationary position, occasionally move about inside the office to access office machinery, printer, etc., frequently communicate and exchange accurate information.

Work Condition: Onsite

Employee generally works within the interior of an office.

Employee may travel locally and be responsible for own transportation. Out of area travel may be required on occasion.Hours of operations and specific staff scheduling may vary based on operational need.
The office environment is clean with a comfortable temperature and moderate noise level.
Exposed to: Cold/heat controls, close contact with employees and the public in office environment.
Machines, equipment, tools, and supplies used: Constantly operates a computer or other office productivity machinery, such as postage machine, fax, copier, calculator, multi-line telephone system, scanner
May answer a high volume of telephone calls, complete documentation, and use computer programs to either obtain or record information.
Multiple Duties: Must be able to work under conditions of frequent interruption and be able to stay on task.

Other Information:

This job description is intended to provide only basic guidelines for meeting job requirements. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of DOCS Management Services employees. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.