Patient Service Representative - Bilingual, Spanish

Location: This position is located at our Dublin, OH campus.

Starting Pay: Minimum $18.00 - Maximum $24.00 per/hour*

Shift Differential: + $0.50 per/hour between 11:00am-8:30pm EST; + $1.50 per/hour between 12:00pm-10:00pm EST

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

The Care Coordinator (Bilingual - Spanish) is Quantum Health’s entry point into healthcare navigation. Some people know them as Patient Service Representatives (PSRs), but they’re so much more. They’re tech-savvy helpers, investigators and problem solvers. They interact with our members, clinicians and service providers on the phone, using leading technology to simplify the complex healthcare landscape. Most importantly – no experience is required. Our paid six-week training program provides everything needed to succeed in this rapidly growing industry.

What you’ll do

Provide exceptional customer service, in both English and Spanish, through inbound/outbound calls in our modern, fast-paced, contact center environment.

Offer empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the members’ health plan.

Ask probing questions to recognize additional patient needs, including those beyond their current healthcare benefits and provide additional resources/solutions whenever possible.

Act as an advocate for our members by communicating with network liaisons, clinical professionals and finance staff members at hospitals and medical offices.

Partner with internal clinical professionals in providing member guidance and identify when members should be connected directly with Quantum Health Nurses.

Investigate financial discrepancies and claim issues to ensure our members and clients are billed appropriately.

Participate in stretch assignments, special projects and leadership development programming, as available, to gain business exposure and build a rewarding career with the organization.

All other duties as assigned.

What you’ll bring

Education: High School Diploma or General Education Development (GED) equivalent.

Language: Spoken and written fluency in both English and Spanish.

Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.

Strong customer service skills with a caring personality, willing to put in extra effort to ensure our members are taken care of during potentially difficult times.

Excellent communication skills (spoken and written); comfortable talking on the phone for extended periods of time and replying to emails in a timely manner.

Trustworthy and accountable behavior, capable of viewing and maintaining confidential personal information daily.

Willingness to routinely, reliably come to work on schedule and adjust shift/scheduling based on the needs of the organization (including occasional paid overtime).

--

#LI-Onsite