Bilingual Spanish-Associate Customer Service Representative- Jacksonville, Florida- Hybrid

Other Jobs To Apply

Spanish speaking/bilingual required.

Manages low complexity patient calls to the Health System's enterprise-wide centralized call center. Assists with appointment scheduling, messaging physicians (test results, clinical advice, medication request, etc.), and patient navigation to support Health System goals. Fulfills patient needs, resolves issues, and ensures patient satisfaction. Training will be on-site for 4 to 6 weeks. After training this role will be mostly remote.

Responsibilities:

1. Provides best-in-class patient experience via phone through the Health System's centralized call center, handling lower complexity technical service/support duties and inquiries.
2. Responds to inbound and outbound patient calls related to basic scheduling needs, routine messages to physicians (e.g., standard test result notifications, general clinical advice, medication refill requests), and other straightforward patient requests.
3. Follows standard escalation process for patients experiencing clinically urgent issues, recognizing situations beyond the scope of the Associate role.
4. Escalates complex questions, problems, and unfamiliar scenarios to more senior team members for guidance and support.
5. Schedules routine patient appointments using guided decision support technology.
6. Fully register and verify insurance eligibility.
7. Exercises independent judgment on basic issues related to routine tasks.
8. Assesses callers' basic needs, provides appropriate information, and resolves straightforward inquiries.
9. Provides first call resolution for low complexity issues and directs patients/caregivers to appropriate resources for more complex needs.
10. Identifies recurring trends in patient inquiries and suggests potential process improvements for common issues.
11. Supports revenue cycle goals by ensuring accurate patient demographic information is collected for standard registration processes
12. Maintains patient health information and protects confidentiality in accordance with HIPPA guidelines.
13.Promotes a positive and productive environment, supporting teamwork and communication.
14.Identifies specific patient needs and uses the appropriate call handling technique practices while supporting the patient on how to navigate the health system.
15.Uses documented procedures, policy manuals, knowledgebase, and other reference materials to assist in answering various general inquiries and issues.
16.Documents inquiries, issues, transactions, and other relevant information for health system tracking.
17.Communicates clearly and timely with patients and interfaces with practices.
18.Performs other related duties pertinent to delivering an easy and complete experience for the patient.

Qualifications:

  • High School Education or Equivalent, required.
  • 0-3 years of customer service experience, preferred

Bilingual/Spanish speaking requited.

Must reside within 60 miles of Jacksonville, FL.


*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...