[Hiring] Bilingual Customer Contact Specialist @VGM Group, Inc

Role Description

As a bilingual customer contact specialist within VGM HOMELINK, you will facilitate communication between patients and payers regarding secured healthcare services. You will assist with any over-the-phone or document request needing interpretation services while understanding HOMELINK’s processes to communicate effectively. Bilingual fluency in English and Spanish is required for success in this role.

Working Location: Remote or on-site in Waterloo, Iowa

Working Hours: Full-Time, 10:00am-7:00pm CST Monday-Friday

Responsibilities/Duties of the Job

• Manage a large volume of incoming calls and email communication
• Respond to customer queries accurately and in a timely manner through email or phone
• Answer calls from referral sources in a timely and professional manner, and answer questions regarding the referral process to satisfy our customers
• Facilitate Follow-Up communication for Spanish-speaking patients by contacting the patient, provider, or online tracking system to confirm items were delivered and/or services rendered
• Communicate with supervisor, peers, and external parties to keep them informed of updates regarding patients or payers, including outlying situations that could affect the referral
• Collect and enter accurate and detailed patient, provider, and payer information into the Company’s claims platform on a real-time basis to prevent delays in coordinating services or billing
• Work with patients/clients/beneficiaries’ insurance companies to assist in resolving issues or concerns
• Answer questions from patients, staff, insurance companies, providers, and payer sources
• Ensure patients receive a high standard of service delivery and care through a series of quality questions to ensure Company quality standards are being met
• Being on the phone is a required and essential function of the job
• Identify and resolve service issues and complaints
• Intake new orders as needed
• Maintain knowledge of company policies and procedures and regulatory, contractual, and accreditation requirements
• Remain available for after hours on-call coverage
• Follow strict confidentiality and HIPAA privacy and security guidelines
• Perform other duties as assigned

Qualifications

• High school diploma/GED desired
• Equivalent professional experience preferred
• Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements
• Experience working in a customer service role
• Bilingual in English and Spanish – reading, writing, and speaking (required)
• Fluent in Spanish - verbal and written communication (required)
• High degree of integrity and trust
• Ability to multitask and prioritize
• Possesses strong time management and organization skills
• Detail-oriented
• Flexible with the ability to routinely adapt to change
• Team player with excellent communication skills
• Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD’s and LCD’s preferred but not required

Requirements

• Working at a physical desk, moving about the office and facility as needed for work
• Operation of office machinery and equipment
• Visual abilities to include reading, distance vision and peripheral vision

Compensation Overview

The hourly rate provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards. Our starting pay ranges from $17 - $20 per hour.

Company Description

VGM is a 100% employee-owned company providing business and professional services to thousands of business customers across North America. Services include:

• Group purchasing
• Commercial insurance
• Management of healthcare services and networks in post-acute cases
• Healthcare distribution direct to patient homes
• Specialty consulting
• Online education
• Digital, print, and traditional marketing

VGM employs approximately 1,600 people across 40 states and Canada, with more than 1,100 working in Iowa. VGM has been named the Top Workplace in Iowa on multiple occasions and is proud of its role in the communities in which it serves.