Customer Service Representative

Overview

Chestnut Health Systems is seeking a full-time Bilingual Customer Service Representative in Bloomington, Illinois. You'll often be one of the first people a patient speaks with when they call or visit Chestnut. You'll welcome patients, answer questions, schedule appointments, complete registration and check-in, verify insurance information, collect payments, and help connect people with the services they need.

Responsibilities

• Welcome patients and visitors and provide friendly, respectful assistance in both Spanish and English when appropriate.
• Answer incoming calls, respond to questions, and connect callers with the appropriate staff or services.
• Help Spanish-speaking patients and families navigate registration, scheduling, and other routine customer service interactions.
• Interview patients in person and by phone to collect and update demographic, financial, insurance, and other information.
• Schedule appointments based on patient needs and coordinate nurse triage when medical concerns meet established red-flag protocols.
• Check patients in and out and ensure required forms, consents, disclosures, and signatures are completed.
• Verify insurance and payer eligibility using approved systems and update the electronic medical record (EMR).
• Answer questions regarding fees, collect and record payments, and obtain required identification and insurance documentation.
• Scan and attach documents to patient records and provide backup support to medical records staff.
• Help maintain a safe, welcoming environment by following emergency procedures and monitoring patient and visitor activity.
• Participate in team meetings, quality improvement activities, training, and professional development.
• Collaborate with coworkers and provide backup support to keep daily operations running smoothly.
• Protect the confidentiality and security of patient, financial, and organizational information.
• Promote Chestnut's culture of customer service excellence and treat every individual with dignity, respect, and compassion.
• Perform other duties as assigned.

Qualifications

High school diploma or equivalent required. Strong customer service background required. Ability to communicate effectively in both Spanish and English preferred. Healthcare, medical office, patient access, registration, scheduling, or similar experience is a plus. Experience with insurance verification, electronic medical records (EMR), or scheduling software preferred.

Skills & Knowledge

• Excellent telephone, interpersonal, and customer service skills.
• Ability to communicate clearly, professionally, and compassionately with people from diverse cultural and linguistic backgrounds.
• Strong listening skills and the ability to help patients feel comfortable asking questions and seeking assistance.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks and priorities in a busy environment.
• Basic keyboarding and computer skills, including experience with Microsoft products.
• General knowledge of standard office procedures and equipment.
• Ability to use discretion and maintain confidentiality when handling sensitive information.

Additional Requirements

• Ability to commute between Chestnut locations when needed to perform assigned duties.
• Valid driver's license and private automobile insurance.
• Must meet agency requirements for automobile insurance coverage.