Spanish Bilingual Representative (Healthcare)

Key Responsibilities

• Answer incoming calls for the clinic in a professional and courteous manner
• Assist patients with scheduling, rescheduling, and canceling appointments
• Relay prescription refill requests to the clinical staff/providers following clinic protocols
• Serve as the first point of contact for patients by addressing general inquiries and routing clinical or complex concerns to the appropriate staff or provider
• Provide patients with basic clinic information, including: Clinic locations, Accepted insurance plans, Available providers and General office information
• Document patient interactions accurately and ensure messages are relayed promptly to the appropriate team members
• Escalate urgent or sensitive concerns appropriately to clinical staff or providers when needed

Skills and Qualifications

• Excellent communication and interpersonal skills: The candidate must be able to effectively communicate with patients in both English and Spanish.
• Customer centric: Polite, and empathetic, has the ability to remain calm, professional, and compassionate when speaking with patients
• Proficiency in CRM/HER/eClinicalWorks systems: The candidate must be able to accurately document call details and patient information.
• Strong customer service skills: The candidate must maintain high levels of customer service while handling objections professionally.
• The candidate must have the ability to appropriately escalate clinical or complex concerns to the correct staff member or provider
• Medical or healthcare background such as nursing, physiotherapy etc. is a good advantage