Bilingual (Spanish) Contact Center Specialist

About Bay Area Retina Associates

Bay Area Retina Associates (BARA) is an established Ophthalmology practice with over 35 years in the industry, renowned as a premier group of highly skilled ophthalmologists specializing in state-of-the-art retinal treatments. With nine conveniently located facilities across the Bay Area, our unwavering commitment is to provide high-quality care to our patients.

Job Summary:

The Contact Center Specialist performs a variety of support functions including general phone management and call intake, urgent symptom routing, patient demographic review, scheduling, registration and insurance record management. This position maintains an exceptional understanding of all patient intake, eligibility, benefits, and data collection of the patient’s account and responds to patients through telephone inquiries and written correspondence to assure them that account concerns will be resolved.

Job Duties

• Answer high volume of incoming calls to a centralized phone queue and occasional outgoing calls with exceptional customer service skills in a timely manner
• Actively listen to identify defined urgent symptoms and direct appropriately to clinical staff
• Identify patients’ needs, clarify information, research issues, and provide solutions and/or alternatives
• Effectively relay medical information to the clinical team to aid them in providing exceptional patient care
• Assists in resolution of any identified operational/interface issues with NextGen
• Responsible for patient intake and incoming referrals management
• Accurately and timely completes data entry, including but not limited to eligibility, authorizations, and benefits
• Scheduling appointments for multiple offices and multiple providers
• Collect accurate financial and demographic information for registration
• Verifies patient’s responsibility and benefits with subsequent notification to designated staff of issues
• Informing patients of medical office procedures and policies
• Build sustainable relationships and engage patients by going the extra mile
• Notifies required parties within the appropriate timeframe for routine and urgent requests for services
• Possess strong computer skills and the ability to maneuver multiple resources

• HS Diploma/GED
• 2 Years of EMR/EHR experience
• 2 Years of medical office experience
• 1+ years call center experience preferred
• Ability to speak in English and Spanish

Benefits

• Medical, Dental, Vision and other voluntary benefits
• 401k Plan with employer contribution and profit sharing
• Rich PTO Plan