Customer Service Representative Healthcare

HealthFirst Bluegrass; Lexington (KY); On-site; USD 21,000 - 30,000; Full time

Job summary

HealthFirst Bluegrass is seeking a bilingual Customer Service Representative Healthcare to join our Administration team in Lexington, KY. You will serve as the friendly voice supporting patients across clinics, handling calls, scheduling appointments, and guiding them through their healthcare journey.

Ideal candidates will be bilingual (Spanish/English), possess a high school diploma or GED, and have 1 year of clerical, clinical, or call center experience.

Qualifications

• High school diploma or GED; associate's degree preferred.
• Bilingual in Spanish and English.
• 1 year in clerical, clinical, or call center settings preferred.

Responsibilities

• Answer and direct calls with empathy and professionalism.
• Schedule appointments across multiple clinics.
• Help patients navigate their healthcare journey.
• Navigate multiple platforms.
• Provide top-notch customer service in a fast-paced environment.
• Support billing, insurance, and outreach needs.

Skills

Bilingual English/Spanish

Customer service

Call center experience

Scheduling appointments

HIPAA compliance

Education

High school diploma or GED

Tools

EMR system

Ticketing system

Job description

Customer Service Representative Healthcare

Pop. Health/Call Full Time HFBG Administration, Lexington, KY, US

2 days ago Requisition ID: 1172

At HealthFirst Bluegrass, we are more than a healthcare facility – we are a community dedicated to providing quality care to every individual, regardless of their background or financial situation. Our mission is to provide transformative healthcare for all.

Join the HealthFirst Bluegrass team as a BilingualPatient Services Specialist (PSS) — the friendly voice that helps our patients feel heard, supported, and cared for from the very first call.

What You'll Do:

• Answer and direct calls with empathy and professionalism
• Schedule appointments across multiple clinics
• Help patients navigate their healthcare journey
• Navigate multiple platforms
• Provide top-notch customer service in a fast-paced environment
• Support billing, insurance, and outreach needs

What We're Looking For:

• High school diploma or GED (Associate's degree preferred)
• 1 year in clerical, clinical, or call center settings preferred.
• Healthcare or insurance experience is a plus!
• Passion for helping others!
• Bilingual - Conversing in Spanish and English.

Key Responsibilities:

• Provide excellent customer service to all callers. This includes but is not limited to the following: demonstrating a high level of patience and respect with all callers, avoiding distractions to ensure each caller is assisted promptly and appropriately ensuring a positive experience.
• Handle large amounts of inbound and outbound calls per day while meeting other departmental expectations
• Schedule appointments for multiple providers/clinics (New patient and existing patient)
• Scheduling within the guidelines of clinics; verifying schedules and insurances
• Review appointment date, time, location and provider
• Instruct new patients on required paperwork and what to bring to appointment
• Reminder calls and rescheduling appointments
• Evaluates patient's healthcare needs based on patient's signs and symptoms utilizing established triage protocols and guidelines
• Be able to schedule nurse visits based on vaccine/injection schedules
• Be able to advise a patient to go to ED or UTC based on organizational approved call guidance.
• Be able to schedule acute visits based on need and time frame
• Understanding of when to escape calls to nurses, clinical teams, supervisor, or managers
• Obtain and enter accurate demographic information into EMR system or other ticketing system
• Accurately documents patient's symptoms/complaints and advice provided per protocols and guidelines
• Answers questions and/ or appropriately routes requests for assistance to provide patient-focused service
• Assist in connecting patients to outreach and enrollment specialists or community health workers as needed
• Assist patients with billing questions.
• Adhere to HIPAA requirements

Ready to be the voice of care and compassion?