Customer Service Rep (Bilingual Spanish)

We are seeking a professional, customer-focused Bilingual Spanish Customer Service Representative to join our team in Pasadena, California. The ideal candidate will have prior experience in a healthcare or medical environment and be passionate about providing exceptional service to patients, members, and healthcare providers. This position requires strong communication skills, attention to detail, and the ability to navigate patient inquiries with empathy and professionalism.

Essential Responsibilities

• Serve as the first point of contact for patients, members, and healthcare providers via phone, email, and in person.
• Communicate effectively in both English and Spanish.
• Answer questions regarding appointments, services, insurance benefits, authorizations, billing, and patient records.
• Schedule, reschedule, and confirm patient appointments.
• Verify insurance eligibility and patient demographic information.
• Document customer interactions accurately within electronic medical record (EMR) systems and databases.
• Resolve customer concerns and escalate complex issues when necessary.
• Maintain confidentiality and comply with HIPAA and company privacy policies.
• Collaborate with clinical and administrative staff to ensure a positive patient experience.

Required Qualifications

• High school diploma or equivalent required.
• Fluent in both English and Spanish (speak, read, and write).
• Minimum of 2 years of customer service experience in a healthcare, medical office, clinic, hospital, insurance, or related healthcare setting.
• Strong computer skills, including Microsoft Office and healthcare systems/EMRs.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to multitask in a fast-paced environment while maintaining accuracy.
• Professional, patient-focused demeanor.

Preferred Qualifications

• Associate degree or higher.
• Experience with medical terminology.
• Knowledge of insurance verification, referrals, and authorization processes.
• Experience using Epic, NextGen, Athenahealth, or similar EMR systems.