Bilingual Contact Center Representative

POSITION SUMMARY The Customer Service Representative is the first point of contact for patientsthey schedule appointments, greet, register, and assist patients.

The Customer Service Representative is knowledgeable about KC CARE and its services, and is adept at data entry, use of the electronic health record, and provider schedules.Customer Service Representatives have two specializationsCustomer Service Representative: Front Office, and Customer Service Representative: Contact Center.

KC CARE CULTURE CODE KC CARE follows a culture code in all we do.

Our code determines how we work, treat each other, and move health equity forward.

As an employee of KC CARE, you will: Put patients first, always Treat all people with dignity, respect, and kindness Create safe places for others to share their voice; encourage creativity Always strive for improvement; keep learning Own your work, action, and mistakes no one is perfect Have fun work should be fun and we want you to have fun at KC CARE ESSENTIAL DUTIES AND RESPONSIBILITIES Provides friendly and helpful customer service to patients.Schedules patients or suggests other resources if the Health Center is unable to meet the patient/client need.Registers new patients in the electronic health record and ensures all required information and forms are complete.

Provides financial counseling to patients, working closely with the billing department including explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc.Updates scheduling system regarding appointment changes, patient information/demographic changes, etc.Facilitates rescheduling of patient appointments when providers clinic is cancelled.

Ensures strict confidentiality, adhering to established HIPAA guidelines and regulations and clinic policies and procedures.Communicates proactively with medical staff to ensure smooth clinic operations and/or to meet patient needs.Answers the telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.).Verifies upcoming schedules to ensure changes have been made to scheduled clinics.Ensures patient feedback is communicated to management or the appropriate party.Checks voicemail and returns patient calls.

MINIMUM REQUIREMENTS High school degree or equivalent.One year of customer service experience.Ability to read, write, and communicate clearly in Spanish and English.Commitment to excellent customer service.

PREFERRED REQUIREMENTS One year of medical or dental reception experience.

Some college coursework.

WORKING CONDITIONS AND DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions General working conditions are in a healthcare facility.

As such, there is a potential e...