Bilingual Spanish Customer Care Representative

Principal Function: Bilingual Spanish Customer Care Representatives deliver exceptional service to new and existing patients. This position requires fluency in both English and Spanish and involves handling inbound and outbound calls to enroll patients, confirm orders, and resolve inquiries. Representatives are crucial in facilitating smooth communication between patients and our company and in ensuring compliance with both state and federal regulations.

Essential Duties:

Includes the following; other duties may be assigned.

• Handle a high volume of outbound and inbound calls to potential and established patients who have expressed interest through our website, TV ads, or online surveys.
• Determine patient needs and offer appropriate services/products.
• Utilize various patient enrollment sales techniques.
• Interpret the patient’s insurance coverage to determine Aptiva Medical’s ability to assist them.
• Document all calls and input patient orders accurately using the Patient Information Systems, while ensuring compliance with Aptiva Medical and CMS policies and procedures.
• Be proficient with Leads and CRM database systems.
• Maintain and update patient records in CRM systems accurately, ensuring data integrity.
• Maintain clear and confident communication during calls.
• Demonstrate strong listening and critical thinking skills.
• Explain clearly acceptance of service, obtain verbal consent, and ensure proper call closure.
• Adhere to company and compliance protocols, including scripts, demographic and insurance information gathering, and sales procedures.
• Achieve daily, weekly, and monthly performance targets as set by management.
• Manage time effectively, including call duration and after-call work.
• Maintain accuracy in a high-paced, high-volume environment.
• Manage calls and data entry simultaneously with efficiency.
• Maintain knowledge of company policies, including Medicare compliance.
• Uphold quality, quantity, and efficiency standards according to departmental and company goals.
• Participate in departmental and company training and development programs.
• Adapt to evolving departmental and company business requirements.
• Stay current on product knowledge.
• Uphold safety practices and exhibit a strong teamwork mentality in a goal-oriented, friendly work environment.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Medical knowledge is not required, as we provide comprehensive training on all products and relevant patient service issues.

Education/Experience:

• High school diploma or general education degree (GED) required; college degree preferred.
• Minimum of one (1) year of experience in a customer-facing role required; experience in a customer service or inside sales call center environment preferred.

Requirements:

• Fluent in both English and Spanish to effectively communicate with our diverse client base.
• Excellent communication, interpersonal, listening, and critical thinking skills.
• Strong organizational skills and attention to detail.
• Familiarity with Microsoft Office and computer skills.
• Commitment to providing superior customer service.

Attitude:

• Proactive and problem-solving approach to challenges.
• Team-oriented mindset with the ability to work in a dynamic environment.
• Professional demeanor and communication style.

Physical Requirements:

• Ability to sit for extended periods, perform repetitive tasks, and operate a keyboard and mouse.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person