Spanish Bilingual Customer Service Coordinator – Healthcare Billing

The Auctus Group is seeking a Spanish Bilingual Customer Service Coordinator to support patient and client communication in a healthcare billing environment. This role is responsible for handling inbound and outbound calls, assisting patients with billing-related questions, explaining statements and Explanation of Benefits (EOBs), processing payments, documenting interactions accurately, and coordinating with internal teams to resolve billing concerns. The ideal candidate is fluent in both English and Spanish, has strong customer service skills, understands the importance of accuracy and professionalism in healthcare-related conversations, and is comfortable working across multiple billing systems, EHR/EMR platforms, and communication tools.

Key Responsibilities

• Handle a high volume of inbound and outbound calls in a timely, professional, and patient‑centered manner.
• Communicate clearly and effectively with English- and Spanish‑speaking patients, ensuring they understand billing statements, Explanation of Benefits, payment responsibilities, and account concerns.
• Provide information, resolve problems, and advise patients regarding statements, balances, claims, payments, and insurance‑related inquiries.
• Follow approved communication scripts, guidelines, and client‑specific procedures when handling calls and patient concerns.
• Work within multiple billing systems, EHR/EMR platforms, softphone systems, and internal tools during each call.
• Review patient accounts and identify possible billing errors, claim issues, payment posting concerns, or insurance‑related discrepancies.
• Explain basic health insurance coverage, medical claims, patient responsibility, and statement processes to patients when applicable.
• Process and post patient payments accurately according to established procedures.
• Document all conversations, updates, payment details, and account notes accurately in the appropriate systems.
• Perform pre‑collection calls and assist patients with payment‑related questions or arrangements when needed.
• Communicate billing errors, payment issues, documentation concerns, or escalations to clients, supervisors, and internal team members.
• Maintain professionalism and empathy in difficult, sensitive, or stressful customer service situations.
• Prioritise multiple tasks, manage time effectively, and meet productivity and quality expectations in a remote work environment.
• Perform other job‑related duties as assigned.

Qualifications

• Fluent in English and Spanish, both verbally and in writing.
• Strong ability to communicate professionally with Spanish‑speaking patients, customers, clients, and internal team members.
• Preferred: previous customer service, call center, healthcare, medical billing, patient accounts, or revenue cycle experience.
• Knowledge of healthcare billing, insurance coverage, medical claims, Explanation of Benefits, and patient statement processes.
• Strong written and verbal communication skills.
• Customer‑focused mindset with the ability to serve patient and client needs professionally.
• Experience using Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Preferred: experience with softphone systems such as RingCentral or similar platforms.
• Comfortable using web browsers, billing systems, EHR/EMR systems, and other software applications.
• Excellent organisational skills and strong attention to detail.
• Ability to track, address, and resolve problems accurately.
• Ability to multitask in a fast‑paced environment while maintaining accuracy and professionalism.
• Ability to work full‑time during regularly scheduled business hours, with flexibility for additional hours as business needs require.
• Ability to work from home with integrity, accountability, and minimal supervision.

Required Skills and Abilities

• Fluent bilingual communication in English and Spanish.
• Ability to organise work, set priorities, and complete tasks independently.
• Capacity to work effectively with a diverse group of people, including patients, clients, and internal teams.
• Strong collaboration skills and ability to work well as part of a remote team.
• Excellent computer skills, including Microsoft Office Suite and general software navigation.
• Ability to learn and adapt to new systems, tools, client workflows, and healthcare billing platforms.
• Proficiency in data entry and use of a 10‑key numeric pad (preferred).
• Strong listening, problem‑solving, and de‑escalation skills.
• Ability to maintain confidentiality and professionalism when handling patient and account information.

Required Experience

• At least 1–3 years of experience in customer service, call center operations, healthcare operations, medical billing, patient accounts, or a related role.
• Experience supporting Spanish‑speaking customers or patients is required.
• Experience in a healthcare, medical billing, revenue cycle, or multi‑client/multi‑entity organization is preferred.
• Prior experience as a Customer Service Coordinator, Patient Account Representative, Operations Coordinator, Billing Support Representative, or similar role is a plus.

Physical Demands

While performing the duties of this role, the employee is regularly required to sit, talk, and hear; use a computer keyboard and mouse; handle or feel objects and reach with hands and arms; and maintain vision requirements including close vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

This role operates in a remote work environment and requires a professional, quiet, and secure work‑from‑home setting suitable for handling patient calls and confidential information.

Language Requirement

Spanish bilingual candidates only; must communicate confidently and professionally in both English and Spanish to support patients, clients, and internal teams.