Bilingual Customer Service Representative I, II, III

Midtown Health Center, a Federally Qualified Health Center serving Northeast Nebraska with a focus on improving access to complete care for the whole family, is looking for a Customer Service Representative to help us fulfill our mission!

Clinic hours of operation are Monday through Friday, 7am to 6pm. No nights or weekends.

Midtown Health Center offers a comprehensive benefits package including Medical, Dental, and Vision Insurance, retirement plan options, paid time off, and more.

Job Summary:

The Customer Service Representative is the first point of contact for patients and the community. This position is responsible for general receptionist duties, completing financial assessments, and preparation of patient charts.

Supervisory Responsibilities:

None.

Duties/Responsibilities:

Customer Service Representative I

1. Performs general receptionist duties including greeting patients, answering the telephone and channeling calls, taking messages, scheduling appointments, contacting patients, and filing.
2. Assesses patient fees, receives payments, issues receipts, maintains cash balance, and assists with maintenance of patient files.
3. Prepares and/or develops patient charts and assigns patients to a nurse/physician. Updates, completes and/or verifies patient demographic and financial information and ensures that it is accurately scanned and entered into the patient chart.
4. Identifies and verifies patient’s insurance coverage or other sources for payment of services and ensures that the information is accurately entered into patient chart.
5. Utilizes and maintains an organized office operation that includes a comprehensive filing system of correspondence, patient records, and inventory.
6. Translates or assigns staff to translate for clinical staff when needed in both verbal and written materials.
7. Ensures appropriate referrals to CSR 3 staff when patients identify additional financial and/or resource assistance is needed.
8. Performs other duties as assigned.

Duties 1-7 are designated as ADA Essential Functions and must be performed in this job. All other job duties are secondary functions.

Knowledge, Skills, and Abilities:

• Ability to efficiently carry out Midtown Health’s Center mission statement and comply with its policies and procedures.
• Ability to establish and maintain effective working relationships with patients, co-workers, and the public and to be able to demonstrate cultural awareness and sensitivity.
• Must be able to maintain strict confidentiality of sensitive information in accordance to HIPAA regulations.
• Ability to comply with all occupational safety and health standards and all rules, regulations, and orders issued under the Occupational Safety and Health Act (OSHA).
• Ability to utilize critical thinking and problem solving skills to address clinic’s needs.
• Ability to interpret oral and written instructions and do appropriate follow-up.
• Ability to work independently and as a team member.
• Must have exceptional time management and organizational skills.
• Ability to constructively participate in quality improvement efforts.
• Ability to actively participate in marketing and outreach activities when requested and emergency response events when required.
• Bilingual (English/Spanish) verbal and written skills highly desired.
• Proficient in Microsoft Office applications and data base application.
• Ability to operate standard office equipment including, but not limited to computers, printers, copiers, scanner, calculators, facsimile machines, and telephone systems.
• Ability to run a multi-line telephone system.
• Must have a general knowledge of medical terms.
• Ability to learn electronic health record system.
• Must understand the differences between and among self-pay patients, insurance patients, Medicare patients, workers’ compensation patients, and occupational medicine patients.
• Must have excellent customer service skills, including de-escalation.
• Must have strong oral and written communication skills.

Education and Experience, Licensure and Certification:

• High school diploma/GED preferred.
• Experience in a medical office setting preferred.
• Must have a valid driver’s license and the ability to utilize own transportation for work purposes.