Bilingual Customer Service Representative

The Bilingual Customer Service Representative plays a vital role in supporting healthcare research initiatives by conducting telephone-based patient satisfaction surveys. This position is designed for individuals who are fluent in both English and Spanish, ensuring that a diverse patient population receives high-quality service in their preferred language. As a Bilingual Customer Service Representative, you will be responsible for gathering valuable patient feedback through structured interviews and adhering to strict confidentiality protocols in compliance with HIPAA regulations.

This role requires a detail-oriented mindset, reliability, and a strong commitment to delivering exceptional customer service.

As part of the healthcare research team, the Bilingual Customer Service Representative will conduct surveys using standardized scripts, accurately capturing patient responses in real time. The ability to communicate effectively and empathetically, while maintaining a high degree of professionalism, is essential. You will interact with patients who have recently experienced healthcare services, such as emergency department visits, outpatient procedures, or inpatient discharges.

Your work will directly contribute to improving patient care and the overall healthcare experience by providing unbiased and reliable data.

The Bilingual Customer Service Representative position requires excellent attention to detail, as you will be responsible for accurately entering data while actively listening and verifying critical information such as hospital names and discharge dates. Maintaining control of the conversation and encouraging participation are key to ensuring survey completion. Any unresolved issues or questions will be escalated to management, ensuring that patients receive the information and support they need.

This role demands a high level of confidentiality and adherence to established protocols, particularly with regard to patient privacy and HIPAA requirements. The successful candidate will demonstrate a strong work ethic, consistent punctuality, and the ability to work independently during scheduled onsite work periods. A collaborative, customer-focused attitude is essential for building rapport with patients and contributing to a positive team environment.

To excel in this position, candidates must have a high school diploma or equivalent and possess at least one year of experience in a call center, data entry, or office environment. Recent relevant experience within the last 12 months is required. Proficiency in both English and Spanish, both spoken and written, is mandatory, as is the ability to maintain control of conversations and ensure clear communication.

Strong typing skills and basic computer literacy, including familiarity with common functions such as copy and paste, are also required.

The Bilingual Customer Service Representative will be required to pass both a Microsoft Word proficiency test (with a score of at least 80%) and an alphanumeric data entry assessment. Reliable transportation to the worksite and a commitment to punctuality are needed, as is the ability to collaborate effectively with team members and maintain a customer service-oriented approach at all times. The role includes a comprehensive six-week training period, which will be conducted Monday through Friday from 8:00 a.m. to 5:00 p.m., followed by regular shifts from 11:30 a.m. to 8:00 p.m.

Working as a Bilingual Customer Service Representative offers the opportunity to make a meaningful impact on patient care while developing valuable skills in healthcare research, data collection, and customer service. If you are passionate about helping others and possess the required language skills and experience, this is an excellent opportunity to join a dedicated team focused on enhancing the healthcare experience for all patients.

• Conducts patient satisfaction surveys via telephone for healthcare research projects.
• Utilizes structured scripts to ensure consistency and accuracy in data collection.
• Serves both English and Spanish-speaking patients, requiring bilingual fluency.
• Ensures all information is recorded in real time and maintains confidentiality at all times.
• Supports efforts to improve patient care outcomes through accurate feedback collection.

• Conduct telephone interviews with patients in both English and Spanish, using standardized CAHPS and other healthcare survey…