Overview

Description: Job Title: Bilingual Customer Service RepresentativeDepartment: EligibilityReports To: Office ManagerFLSA Classification: Non-ExemptWork Schedule: Monday-Friday 8:30am-5pm in Cherry Hill, NJJob SummaryThe Bilingual Customer Service Representative supports PATHS' mission by serving as a primary point of contact for patients through inbound and outbound telephone communication. This role focuses on screening patients, scheduling appointments, and providing clear, compassionate assistance in both English and Spanish. The position ensures accurate documentation, compliance with HIPAA and healthcare regulations, and a positive patient experience for PATHS' client in the Lehigh Valley area. Company InformationPhysician and Tactical Healthcare Services (PATHS), LLC is committed to providing the best possible environment for maximum development and goal achievement for all employees. Our practice is to treat each employee as an individual. We seek to develop a spirit of teamwork, with individuals working together to attain a common goal. To support this environment, PATHS provides a comfortable and progressive workplace that takes into account individual circumstances and employee needs.Founded in 2000, PATHS offers a broad range of accounts receivable management, patient advocacy, and consultation services to meet the needs of our healthcare clients. Our four offices across PA, NJ, and DE are home to approximately 450 employees and support more than 100 healthcare organizations. Our team has built long-standing partnerships by cultivating a positive and professional experience for both staff and clients. Essential Duties & ResponsibilitiesAnswer inbound and place outbound calls to patients in both English and SpanishScreen patients to collect accurate demographic, insurance, and appointment-related informationSchedule, confirm, and update patient appointments in accordance with client guidelinesProvide clear and professional communication regarding next steps, appointment details, and required documentationAccurately document patient interactions, screening results, and appointment activity in applicable systemsMeet established productivity, quality, and customer service standardsMaintain strict confidentiality and ensure compliance with HIPAA and organizational policiesComplete all required initial PATHS training (HIPAA, compliance, security, client protocols, and role-specific workflows) within onboarding timelinesParticipate in required ongoing training and demonstrate the ability to retain and apply new knowledgePerform other related duties as assigned Requirements: Supervisory ResponsibilitiesThis position has no supervisory responsibilities. Required Skills & AbilitiesBilingual proficiency in English and Spanish Excellent verbal and written communication skillsStrong interpersonal and customer service skills, including the ability to interact empathetically with diverse patient populationsAbility to maintain confidentiality of protected health information (HIPAA compliance required)Strong organizational, analytical, and problem-solving skillsAbility to multitask, prioritize call volume, and meet productivity standardsProficiency with Microsoft Office Suite (Outlook, Word, Excel); familiarity with scheduling systems, EMR, or call-center platforms preferredAbility to function effectively in a fast-paced, phone-based healthcare environment Education & ExperienceHigh school diploma or GED required; post-secondary education preferredPrior experience in customer service, call center, patient access, scheduling, or healthcare administrative roles preferredHealthcare or patient-facing experience strongly preferred Physical & Environmental RequirementsProlonged periods sitting at a desk and working on a computer and telephone systemFrequent keyboarding and use of headset/phone equipmentAbility to work in an office or call-center style environmentReasonable accommodations may be made to enable individuals with disabilities t