Customer Service Representative- Bilingual

Denova Collaborative Health; Phoenix (AZ); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health/Dental/Vision

3% retirement match

Disability insurance

Holiday pay & PTO

Life insurance

Wellness program

Employee discounts

Job summary

Denova Collaborative Health is seeking a patient service representative in the Phoenix area to be the first point of contact for callers, delivering a friendly, professional experience in our engagement center. You will handle inbound and outbound calls to schedule services, verify eligibility, and assist patients with insurance questions while upholding HIPAA standards.

This onsite role follows a hybrid schedule: in-office Monday–Friday 9:00 AM–6:00 PM, with remote days after 60–90 days if

Qualifications

• Must be bilingual in Spanish and English.
• High school diploma or GED required.
• Minimum of one year of customer service experience in a call center, preferably with patient care.
• Excellent communication and organizational skills.
• Proficiency with electronic scheduling and documentation systems.
• HIPAA compliance experience preferred.

Responsibilities

• Answer incoming and outgoing calls to schedule patient services in a high-volume call center.
• Navigate multiple web-based systems to verify eligibility, explain costs, and enter data.
• Maintain HIPAA compliance when handling confidential information.
• Meet KPIs for call adherence, capacity, and attendance.
• Conduct and document confirmation calls 48 and 24 hours before appointments.
• Collect and update patient demographics, insurance, and medical information.
• Collaborate with team to improve service delivery and resolve issues.
• Support special projects as assigned.

Skills

Bilingual: Spanish & English

Customer service

Call center experience

Data entry

Education

High school diploma or GED

Tools

Scheduling systems

Electronic health records (EHR) systems

Job description

Job Purpose:

This role is pivotal in delivering an exceptional, positive experience for every caller. Positioned at the heart of our engagement center, the successful candidate will be the first point of contact for all incoming communications to Denova Collaborative Health, ensuring each interaction is handled with care and professionalism.

Bonus Alert:

$1,000 Sign-On Bonus! Excel in attendance and performance to earn a $500 bonus at 90 days and an additional $500 at 180 days. Plus, enjoy monthly, quarterly, and annual bonuses based on your individual, team, and company performance.

What You Will Do:

• Answer incoming and outgoing calls for scheduling new and existing patient services in a high-volume call center environment.
• Manage multiple web-based systems to assess patient eligibility, explain insurance costs, and ensure accurate data entry.
• Maintain strict adherence to HIPAA guidelines while handling confidential patient information.
• Achieve key performance indicators such as call adherence, capacity, and attendance standards.
• Conduct and document confirmation calls 48 and 24 hours prior to appointments.
• Collect and update all pertinent demographic information, insurance information, and medical information.
• Collaborate with team members to enhance service delivery and resolve operational issues.
• Other duties and special projects as assigned.

What We Need From You:

• Required to be bilingual in Spanish & English.
• High school diploma or GED required.
• Minimum of one year of customer service experience in a call center, preferably with a focus on patient care and insurance.
• Excellent communication, organizational, and strong customer service skills required.
• Proficiency in electronic clinical documentation and scheduling systems.
• Exceptional attention to detail and advanced critical thinking abilities.
• Strong problem-solving and conflict resolution skills.
• Accurate data entry skills with the ability to manage multiple tasks and projects simultaneously.
• HIPAA compliant; bilingual in English and Spanish preferred.

Your Work Schedule:

• Join us onsite for dynamic workdays, Monday through Friday, from 9 AM to 6 PM.
• 2 days remote after 60 days, if metrics are being met.
• 4 days remote after 90 days, if metrics are being met.

Perks of Being Part of Denova:

• Comprehensive low-cost medical, dental, and vision insurance.
• Generous retirement plan with a 3% company match.
• Secure your future with both long and short-term disability options.
• Enjoy holiday pay, PTO, and life insurance benefits.
• Protect your future with long and short-term disability options.
• We offer an employee wellness program and fantastic discounts for all Denova team members.
• And there's so much more waiting for you!

Denova Collaborative Health LLC is an integrated primary care and behavioral health practice based in the Greater Phoenix metropolitan area. Our comprehensive virtual care services are available for residents throughout the entire state of Arizona.

We provide a "whole person" approach to health and promote collaboration among our team of primary care providers and specialists. Our unique service integration of primary care, behavioral health, addiction medicine, and wellness enables our team to provide better health outcomes.