Bilingual Customer Service Representative

2600 White Plains Hospital Medical Center; Nevada (IA); On-site; USD 38,035 - 57,073; Full time

Job summary

White Plains Hospital Medical Center in White Plains NY is seeking a bilingual Customer Service Representative to support English- and Spanish-speaking patients. The role handles incoming calls, patient emails, and payments while resolving account issues and assisting walk-ins.

The position requires English/Spanish fluency, hospital experience, and strong customer service and clerical skills, with data entry into the EMR and coordination with insurance as needed.

Qualifications

• High School required.
• Healthcare Business Insights (HBI) must be completed by start date.
• 1–2 years hospital experience.
• Fluent in Spanish and English.
• Spanish assessment test must be passed prior to end of probation.
• Customer service and clerical experience.
• Knowledge of third-party billing and reimbursement.
• Proficient with computers and basic office equipment.
• Retains composure under stress.
• Teamwork and cooperation.

Responsibilities

• Answer all incoming telephone calls promptly and resolve issues.
• Assist walk-in patients to resolve account issues.
• Update EMR system with accurate information.
• Reconcile patient accounts with insurance claims.
• Process patient payments and research discrepancies.
• Review laser statements and initiate third-party billing.
• Review and reconcile patient overpayments.
• Escalate issues to management when needed.
• Complete charge adjustments and allowances entries.

Skills

Bilingual Spanish/English

Customer service

Communication skills

Stress management

Education

High School Diploma

Job description

City/State: White Plains, New York

Department: Financial Services Patient Accounting_8

Work Shift: Day

Work Days: MON-FRI

Scheduled Hours: 8:30 AM-4:30 PM

Hours Per Pay Period: 75

Pay Rate/Range: $27.61 - $41.43

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 elevate 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.

White Plains Hospital is a proud member of the Montefiore Health System, serving as its tertiary hub of advanced care in the Hudson Valley. The Hospital is a 292-bed not-for-profit health care organization with the primary mission of providing exceptional acute and preventive medical care to all people who live in, work in or visit Westchester County and its surrounding areas. White Plains Hospital has outpatient medical facilities across Westchester, including multispecialty practices in Armonk, Hawthorne, Larchmont, New Rochelle, Rye Brook, Scarsdale, Somers, Yonkers and Yorktown Heights; and Scarsdale Medical Group locations in Harrison and Scarsdale. The Hospital is fully accredited by the Joint Commission, and in 2025 received another 5-star rating from the Centers for Medicare & Medicaid Services - the highest distinction offered by the federal agency – for the fourth consecutive year. In addition, the Hospital received its third Magnet designation from the American Nurses Credentialing Center, a distinction held by only two percent of hospitals in the country. White Plains Hospital has consistently received the Outstanding Patient Experience Award from Healthgrades, and in 2025 was awarded an "A" Safety Grade from the Leapfrog Group for the 14th consecutive time.