BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

White Plains Hospital Inc; Des Moines (IA); On-site; USD 38,000 - 57,000; Full time

Job summary

White Plains Hospital Medical Center in New York seeks a bilingual Customer Service Representative to assist English- and Spanish-speaking patients. You will handle calls, emails, and walk‑in inquiries, resolve account issues, and update the EMR system to ensure accurate patient records and timely billing.

Responsibilities include processing payments, reconciling accounts, and coordinating with insurers while maintaining excellent customer service under pressure.

Qualifications

• High school diploma required.
• Healthcare Business Insights (HBI) must be completed by start date (high proficiency).
• Minimum of 1–2 years’ hospital setting experience (medium).
• Fluent in Spanish and English; Spanish assessment required before end of probation (medium).
• Customer service experience and ability to communicate effectively with internal and external customers (medium).
• Clerical experience (medium).
• Knowledge of third‑party billing and reimbursement.
• Ability to use basic office equipment and computer skills.
• Maintains composure under stress; cooperative team player.

Responsibilities

• Answer all incoming calls promptly and resolve issues efficiently.
• Assist walk‑in patients to resolve account issues.
• Obtain accurate information from patients and update EMR accordingly.
• Ensure accounts are updated and sent to insurance when information changes.
• Code accounts by carrier and plan numbers for proper billing.
• Respond to patient emails and messages and resolve issues.
• Escalate issues to management when needed.
• Process charge adjustments and allowances on accounts.
• Handle third‑party billing rejections appropriately.
• Review laser statements during downtime and initiate third party billing based on patient info.
• Review and reconcile patient overpayments and processing of payments.

Skills

Bilingual in Spanish and English

Customer service

Clerical

Stress management

Teamwork

Communication

Third‑party billing knowledge

Basic office equipment & computer use

Education

High School Diploma

Healthcare Business Insights (HBI) certification

Job description

City/State:

White Plains, New York

Department:

Financial Services Patient Accounting_8

Work Shift:

Day

Work Days:

MON-FRI

Scheduled Hours:

8 AM-4 PM

Hours Per Pay Period:

75

Pay Rate/Range:

$27.6106-$41.4267

For 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 Summary

The 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 Functions

• Responsible for answering all incoming telephone calls in a proficient manner with resolution in the shortest amount of time possible
• Responsible for assisting walk-in patients in resolving patient account issues
• Responsible to communicate with patients to obtain accurate information and update EMR system accordingly
• Responsible to assure accounts are properly updated and sent to insurance companies when updated information has been received or obtained
• Recodes accounts by insurance carrier and plan numbers to assure proper billing
• Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary
• Responsible to upscale to management issues as identified
• Completes charge adjustments and allowances entries on accounts as needed
• Processes rejections on third party accounts
• 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 statement
• Review and reconciliation of patient overpayments
• Responsible for processing patient payments and researching discrepancies
• Performs all other related duties as assigned
• Understands and adheres to the WPH performance standards, policies and behaviors

Qualifications

• High School Required
• Healthcare 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 reimbursement
• Ability to use basic office equipment and knowledge of computers
• Retains composure under stress
• Ability to cooperate with others

White 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.