Bilingual Customer Service Representative

At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world.

We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place to Work.

Position Summary

The bilingual customer service representative position is responsible for providing customer service assistance to

English- and Spanish-speaking customers. The Customer Service Representative is responsible for answering all incoming telephone calls, responding to patient emails, correspondence, and messages to resolve patient issues and concerns in both English and Spanish. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk-in patients to resolve patient account issues and concerns.

Essential Functions and Responsibilities Includes the Following:

1. Responsible for answering all incoming telephone calls in a proficient manner with resolution in the shortest amount of time possible

2. Responsible for assisting walk-in patients in resolving patient account issues

3. Responsible for communicating with patients to obtain accurate information and update EMR system accordingly

4. Responsible to assure accounts are properly updated and sent to insurance companies when updated information has been received or obtained

5. Recodes accounts by insurance carrier and plan numbers to assure proper billing

6. Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary

7. Responsible to escalate management issues as identified

8. Completes charge adjustments and allowances entries on accounts as needed

9. Processes rejections on third party accounts

10. Responsible for reviewing laser statements during call downtime and initiating third party billing to the

appropriate insurance based on information provided by the patient on the laser statement.

11. Review and reconciliation of patient overpayments

12. Responsible for processing patient payments and researching discrepancies

13. Performs all other related duties as assigned

14. Understands and adheres to the WPH performance standards, policies and behaviors

Education & Experience Requirements

Fluent in Spanish and English. The Spanish Assessment test must be passed prior to the end of the probationary period.

High School Diploma required

Customer service experience required

Clerical experience required

Minimum of one to two years’ experience in a hospital setting

Knowledge of third-party billing and reimbursement

Ability to use basic office equipment and knowledge of computers

Effective 12/1/2022, the HBI (Healthcare Business Insights) one-time certification course is required and must be completed during the onboarding period and prior to the starting date.

Core Competencies

Ability to cooperate with others

Must be able to speak, write, understand and communicate the English and Spanish language

Effectively communicate with internal and external customers

Retains composure under stress

Integrity to handle the confidential aspects of work

Retains composure under stress

Physical/Mental Demands/Requirements & Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) database and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS database can also be found at the hospital switchboard, saved on a disc.

Must be able to remain in a stationary position 50% of the time.

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

The person in this position frequently communicates with patients who have questions must be able to exchange accurate information in these situations.

Must be able to detect and greet patients arriving.

Primary Population Served

Check the appropriate box(s) below:

Neonatal (birth – 28 days) Patients with exceptional communication needs

Infant (29 days – less than 1 year) Patients with developmental delays

Pediatric (1 – 12 years) Patients at end of life

Adolescent (13 – 17 years) Patients under isolation precautions

Adult (18 – 64 years) Patients with cultural needs

Geriatric (> 65 years) All populations

Bariatric Patients with weight related

comorbidities

non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

Salary range: $53,840.67- $80,782.07