Call Center Representative (CSR) – Bilingual

Call Center Representative (CSR) – Bilingual

Department: Administration
Reports To: Practice Manager

Position Summary

The Bilingual Call Center Representative (CSR) serves as the first point of contact for patients seeking services at Health Care Partners of South Carolina. This position is responsible for delivering exceptional customer service by answering incoming calls, scheduling appointments, verifying patient demographics and insurance information, and providing accurate information regarding clinic services. The CSR must be fluent in both English and Spanish to effectively communicate with HCPSC’s diverse patient population. Portuguese language proficiency is preferred but not required. This position plays a key role in ensuring a positive patient experience while maintaining compliance with HIPAA and organizational policies.

Essential Duties and Responsibilities

·         Serve as the primary point of contact for patients by answering incoming calls in a professional, courteous, and compassionate manner.

·         Communicate fluently in both English and Spanish to assist patients with scheduling appointments, answering questions, providing general information, and coordinating care.

·         Schedule, reschedule, confirm, and cancel patient appointments in accordance with provider schedules and organizational guidelines.

·         Register new patients and verify or update patient demographic, insurance, and contact information in the Electronic Health Record (EHR).

·         Verify insurance eligibility and communicate appointment requirements, referral needs, and other registration information to patients.

·         Provide patients with information regarding clinic locations, services, office hours, and general policies.

·         Respond to patient questions, concerns, and requests, resolving routine issues and escalating complex matters to the appropriate department or supervisor.

·         Accurately document patient interactions, messages, and appointment information within the Electronic Health Record (EHR).

·         Collaborate with providers, clinical staff, and administrative teams to ensure timely patient scheduling and continuity of care.

·         Maintain patient confidentiality and protect health information in accordance with HIPAA and organizational policies.

·         Meet established customer service, productivity, and quality standards while managing a high volume of incoming calls.

·         Participate in required trainings, staff meetings, and organizational quality improvement initiatives.

·         Perform other duties as assigned.

Education & Experience

·         High school diploma or equivalent required.

·         Fluency in both English and Spanish (spoken and written) is required.

·         Portuguese language proficiency is preferred but not required.

·         Minimum of two (2) years of customer service or call center experience preferred.

·         Experience in a medical office, Federally Qualified Health Center (FQHC), or other healthcare setting preferred.

·         Experience using Electronic Health Record (EHR) systems, scheduling software, and Microsoft Office preferred.

Knowledge, Skills, and Abilities

·         Knowledge of medical office procedures, patient registration, appointment scheduling, insurance verification, and healthcare customer service principles.

·         Ability to communicate fluently in English and Spanish with patients, providers, and staff; Portuguese language proficiency is preferred.

·         Knowledge of HIPAA regulations and the ability to maintain the confidentiality, security, and integrity of patient information.

·         Excellent verbal, written, and interpersonal communication skills with a commitment to providing compassionate, culturally competent, patient-centered service.

·         Strong organizational skills with the ability to manage multiple priorities and high call volumes in a fast-paced healthcare environment.

·         Proficiency in Microsoft Office, Electronic Health Record (EHR) systems, and multi-line telephone systems.

·         Ability to exercise sound judgment, resolve routine patient concerns, and establish positive working relationships with patients, providers, and coworkers.

Health Care Partners of South Carolina is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and encourage qualified applicants from all backgrounds to apply.