Bilingual Customer Service Representative - Providence Community Health Centers, Inc

Skills for Rhode Island's Future (Skills RI) is recruiting a Bilingual Customer Service Representative for Providence Community Health Centers, Inc. Please read more about Skills RI at the end of this job description.

COMPANY: Providence Community Health Centers, Inc
JOB TITLE: Bilingual Customer Service Representative
LOCATION: Providence, RI
HOURS: Part time & Full-Time

Key Responsibilities:

• Provides excellent internal/external customer service in all interactions with patients and PCHC staff.
• Answers incoming calls to all Health Center sites, gathers accurate information from the caller and delivers the necessary information or service by assisting the caller directly or routing the call appropriately.
• Uses Hotlist Guidelines appropriately and routes call directly to Nurse.
• Gathers information from caller and schedules appointment appropriately while insuring accuracy of Health Center, provider, date, time, and reason for visit.
• Handles all calls professionally and in accordance with organization-identified metrics for processing calls.
• Manages call volume based on productivity standards.
• Follows established guidelines for scheduling appointments.
• Places outbound phone calls to patients for rescheduling, appointment reminders, recalls and related follow up.
• Supports patients with referral related questions and forwards to referral team if necessary.
• Performs occasional surveys of patients or potential patients.
• Completion of tasks related to patient follow up if within scope of the CSR role.
• Accurately verifies insurance eligibility and update Patient record, if necessary and communicates needs for follow up with the Patient to the Health Center.
• Track unmet demand of new patients and appropriately adds existing patients to the waitlist to record unmet demand and accesses waitlist to schedule appointments.
• Receives inbound Patient Portal communication and distributes based on protocol.
• Works with all members of the health care team towards achieving patient centered care.
• Satisfies patient requests by accessing resources and if necessary, seeking assistance of manager or another member of the health care team.
• Identifies and completes additional patient related support including processing interpreter requests and responds to patient related alerts and chart notes including extended appointment time and additional documentation needs.
• Maintains client confidentiality at all levels of interaction.
• Employee must be able to give accurate/tactful explanations at all times and remain professional in stressful situations.

• High school diploma or equivalent
• Basic knowledge of common third-party payers.
• Basic computer literacy and excellent writing skills are essential. Medical terminology
  preferred.
• Strong conversational skills.
• Bilingual Spanish/English

HOW TO APPLY
For more information and a full job description, please visit Skills for Rhode Island’s Future website at www.skillsforri.com/jobs. Applicants interested in this position will be screened by Skills for Rhode Island’s Future and Providence Community Health Centers, Inc will make the final hiring decisions. 

WHY APPLY THROUGH SKILLS FOR RHODE ISLAND’ S FUTURE
Our mission is focused on supporting unemployed and underemployed job seekers. Our goal is to get you back to work. Skills for Rhode Island’s Future’s team will guide and provide you with support throughout the hiring process.
Skills for Rhode Island’s Future has agreements with employers to recruit talent like you, making us a resource to get the unemployed and underemployed job seeker back to work.