Bilingual Customer Service Representative

Job Title: Bilingual Customer Service Representative

Department: Eligibility

Reports To: Office Manager
FLSA Classification: Non-Exempt

Work Schedule: Monday-Friday 8:30am-5pm in Cherry Hill, NJ

Job Summary

The Bilingual Customer Service Representative supports PATHS’ mission by serving as a primary point of contact for patients through inbound and outbound telephone communication. This role focuses on screening patients, scheduling appointments, and providing 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 PATHS’ client in the Lehigh Valley area.

Company Information

Physician and Tactical Healthcare Services (PATHS), LLC is committed to providing the best possible environment for maximum development and goal achievement for all employees. Our practice is to treat each employee as an individual. We seek to develop a spirit of teamwork, with individuals working together to attain a common goal. To support this environment, PATHS provides a comfortable and progressive workplace that takes into account individual circumstances and employee needs.

Founded in 2000, PATHS offers a broad range of accounts receivable management, patient advocacy, and consultation services to meet the needs of our healthcare clients. Our four offices across PA, NJ, and DE are home to approximately 450 employees and support more than 100 healthcare organizations. Our team has built long-standing partnerships by cultivating a positive and professional experience for both staff and clients.

Essential Duties & Responsibilities

• Answer inbound and place outbound calls to patients in both English and Spanish
• Screen patients to collect accurate demographic, insurance, and appointment-related information
• Schedule, confirm, and update patient appointments in accordance with client guidelines
• Provide clear and professional communication regarding next steps, appointment details, and required documentation
• Accurately document patient interactions, screening results, and appointment activity in applicable systems
• Meet established productivity, quality, and customer service standards
• Maintain strict confidentiality and ensure compliance with HIPAA and organizational policies
• Complete all required initial PATHS training (HIPAA, compliance, security, client protocols, and role-specific workflows) within onboarding timelines
• Participate in required ongoing training and demonstrate the ability to retain and apply new knowledge
• Perform other related duties as assigned

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Skills & Abilities

• Bilingual proficiency in English and Spanish
• Excellent verbal and written communication skills
• Strong interpersonal and customer service skills, including the ability to interact empathetically with diverse patient populations
• Ability to maintain confidentiality of protected health information (HIPAA compliance required)
• Strong organizational, analytical, and problem-solving skills
• Ability to multitask, prioritize call volume, and meet productivity standards
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel); familiarity with scheduling systems, EMR, or call-center platforms preferred
• Ability to function effectively in a fast-paced, phone-based healthcare environment

Education & Experience

• High school diploma or GED required; post-secondary education preferred
• Prior experience in customer service, call center, patient access, scheduling, or healthcare administrative roles preferred
• Healthcare or patient-facing experience strongly preferred

Physical & Environmental Requirements

• Prolonged periods sitting at a desk and working on a computer and telephone system
• Frequent keyboarding and use of headset/phone equipment
• Ability to work in an office or call-center style environment
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Pre-Employment Requirements

Offers of employment are contingent upon successful completion of applicable pre-employment screenings, consistent with federal, state, and local law and any role-specific or client requirements.

Depending on the role and worksite, pre-employment steps may include background check, drug screening, and other lawful onboarding requirements.

Employment eligibility will be verified through the Form I-9 process and E-Verify, where applicable.
Because PATHS operates in the healthcare industry, certain compliance-related screenings, including OIG/GSA exclusion checks and state Medicaid exclusion lists, may be conducted on a recurring basis as required by law, client contracts, and compliance programs.

Compensation & Benefits

Compensation: $17/hour (actual range provided in postings as required by applicable state pay transparency laws)

Benefits include:

• 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 Statement

PATHS is an Equal Opportunity Employer and complies with all applicable federal, state, and local employment laws. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, or any other status protected by applicable law. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.