Physician and Tactical Healthcare Services, LLC Is Hiring A Bilingual Customer Service Representative

Bilingual Customer Service Representative – Eligibility Department

Join PATHS as a Bilingual Customer Service Representative and play a vital role in providing compassionate healthcare support to patients in both English and Spanish. This role offers a dynamic work environment with opportunities to make a meaningful impact within the healthcare industry.

🌟 Job Overview

The Bilingual Customer Service Representative supports PATHS’ mission by serving as the primary communication link for patients via inbound and outbound calls. Key responsibilities include screening patients, scheduling appointments, and offering 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 our clients in the Lehigh Valley area.

🏢 Company Information

Physician and Tactical Healthcare Services (PATHS), LLC is committed to fostering a supportive and progressive workplace environment where every employee is valued as an individual. Since our founding in 2000, we have provided comprehensive healthcare accounts receivable management, patient advocacy, and consulting services across PA, NJ, and DE. With approximately 450 employees across four offices, we serve over 100 healthcare organizations, building long-lasting partnerships through professionalism and positivity.

🎯 Essential Duties & Responsibilities

• Answer inbound and place outbound calls to patients in both English and Spanish 📞
• Screen patients to collect demographic, insurance, and appointment information 📝
• Schedule, confirm, and update patient appointments following client guidelines 📅
• Communicate next steps, appointment details, and documentation requirements clearly and professionally 💬
• Accurately document patient interactions, screening results, and appointment activities in applicable systems 🖥️
• Meet productivity, quality, and customer service standards ✅
• Maintain strict confidentiality and ensure HIPAA compliance 🔒
• Complete initial PATHS training in HIPAA, compliance, security, client protocols, and workflows during onboarding 🎓
• Participate in ongoing training and demonstrate knowledge retention and application 📚
• Perform other duties as assigned 🔧

📝 Requirements

Supervisory Responsibilities

This position does not entail supervisory duties.

Required Skills & Abilities

• Fluent bilingual proficiency in English and Spanish 🗣️
• Excellent verbal and written communication skills ✍️
• Strong interpersonal and customer service skills, with empathy for diverse patient populations ❤️
• Ability to maintain confidentiality of protected health information (HIPAA compliant) 🔐
• Strong organizational, analytical, and problem-solving abilities 🧩
• Capacity to multitask, prioritize calls, and meet productivity standards ⚡
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel); familiarity with scheduling systems or EMR preferred 🖥️
• Ability to work effectively in a fast-paced healthcare call environment 🚑

Education & Experience

• High school diploma or GED required; post-secondary education preferred 🎓
• Experience in customer service, call centers, patient scheduling, or healthcare administration is advantageous 👍
• Healthcare or patient-facing experience strongly preferred 🩺

🛠️ Physical & Environmental Requirements

• Sitting for extended periods while working at a desk, computer, and phone 📄
• Frequent keyboard use and headset/phone operation 🎧
• Ability to function in an office or call-center setting 🏢
• Reasonable accommodations available for individuals with disabilities ♿

🔎 Pre-Employment Requirements

Employment is contingent upon successful completion of pre-employment screenings, including background checks, drug tests, and other applicable requirements in accordance with federal, state, and client policies. Verification through Form I-9 and E-Verify will be conducted where applicable. As part of healthcare industry compliance, screenings such as OIG/GSA exclusions and Medicaid lists may be checked periodically.

💼 Compensation & Benefits

Hourly Rate: $17-$19 (dependent on location and experience)

• Paid Time Off (PTO) 🏖️
• Paid Holidays 🎉
• Medical, Dental, and Life Insurance 🩺
• Short-Term Disability (STD) 💪
• Long-Term Disability (LTD) 🌳
• 401(k) Plan with Company Match 💰

🌍 EEO & Compliance

PATHS is an Equal Opportunity Employer committed to creating an inclusive workplace. We adhere to all relevant employment laws and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or expression. Reasonable accommodations are provided to enable qualified individuals with disabilities to perform essential functions.