Billingual Call Center Patient Account Rep

Intermedix Nashville, TN
Intermedix is an international health care and emergency management solutions company committed to "serving those who save lives." Headquartered in Nashville, TN, the company has 32 offices around the world—29 of which are located in the United States, and three of which are located in the United Kingdom, New Zealand and Lithuania.

For more than 35 years, Intermedix has been a leader in pioneering innovations in data analytics and cloud-based technology to deliver best-in-class revenue cycle management, practice management and emergency management solutions to clients in over 25 countries. Intermedix supports more than 500,000 emergency preparedness and response incidents around the world and enables more than 15,000 health care providers to focus on delivering excellence in patient care.

Our team members thrive in our collaborative work environment where they contribute to innovative, meaningful work that makes an impact in communities around the world. If you're looking for a purposeful and meaningful career at a global company, then Intermedix may be the place for you. We are expanding our Oklahoma City office and looking for:

Bilingual Patient Account Representative


7725 West Reno Avenue

Oklahoma City, OK 73127

Job Summary:

The Bilingual Patient Account Representative responds to both English and Spanish incoming calls from patient account holders, an authorized representative of the patient, insurance companies, or an authorized entity. Questions or problems are addressed by accessing account information in the computer system, relaying the appropriate information in a courteous and helpful manner, by making corrections to the information in the system, or generating written requests to other Teams and documents encounters to the account. Team Members performing this job function will receive incoming telephone calls regarding patient accounts. With a friendly, courteous and professional demeanor, they will work to independently answer the caller's questions about the account and/or will make updates or corrections to the account by accessing the patient account information in the computer system. Resolving the caller's issues as completely as possible and as quickly as possible with a high level of accuracy and follow-through are key to succeeding in this position.

Position reports to: PAR Manager


* Attainment of performance proficiency in accordance with standards as specified in the Patient Account Representatives Production Standards documentation.

* Generation of written requests for activity to be processed by other Teams and to generate documentation of transactions for reporting to Leadership. Any written requests received should be completed as is appropriate to that specific request on a daily basis.

* Utilization of the prepared script, P.A.R. General Information, and the Correspondence Training Manual documents to properly respond to inquiries.

* Development of an accurate understanding and application of information contained in the Client Manuals in order to complete daily assignments.

* Performance of any other special projects or assignments in a timely and accurate manner, as assigned.

* Maintenance of acceptable levels of attendance and punctuality as specified in Company policies and in the Patient Account Representative Attendance Standards.

* Understanding, support, enforcement and compliance with all company policies, procedures and standards of business ethics and conduct.

* Display a positive attitude as well as professional, polite, considerate and courteous conduct and treatment of others in the course of duties.

* Compliance with Intermedix policies

* Other duties as assigned


* 1 year of Call Center experience preferred

* High School diploma or equivalent.

* Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards

Skills/ Knowledge Requirements:

* Strong oral and written communication skills; the ability to read, speak and write in the English and Spanish languages in a clear and concise manner.

* Previous word-processing experience with a minimum typing speed of 35 WPM. Previous computer experience is very helpful.

Core Competencies:

Instills Trust

* Maintains honesty, integrity and authenticity in all work, and gains the confidence and trust of others by doing so.

* Shows up to work on time, meets deadlines, and follows instructions, policies, and procedures.

* Uses available time and resources to the best of their ability.

* Acknowledges and corrects mistakes, and doesn't make excuses for errors or problems.

Situational Adaptability

* Adapts to match the shifting demands of the organization when confronted by different situations.

* Responds positively to change and embraces new practices or methods when trying to accomplish goals and solve problems.

* Continues to make progress when things are unclear or not yet finalized.

* Recovers quickly from setbacks, and finds alternative ways to reach goals or targets.

Nimble Learning

* Networks and uses multiple resources to identify opportunities for growth and development.

* Actively learns through experimentation when tackling new problems and sees successes and failures as opportunities to learn and grow.

* Seeks and uses feedback to improve performance, while also acquiring new competencies, work methods, ideas, and information to improve effectiveness and efficiency.

"Intermedix is an Equal Opportunity, Affirmative Action employer."