Bilingual Patient Care Specialist Level II

** This is a bilingual position. Please only apply if you have strong written and verbal communication skills in both English and Spanish **

Location: Buffalo, NY (In-Office Position Required)

Job Type: Full-Time

 Schedule: 

• 8-hour shift
• Monday to Friday
• Day Shift

About the Role

We are seeking a compassionate and detail-oriented Bilingual Patient Care Specialist Level II to join our team at our Buffalo, NY office. This in-office role involves working directly with customers both in person and over the phone regarding RS Medical products and services. The position plays a key role in ensuring compliance, delivering patient education, and supporting customer service operations. You’ll collaborate with patients and internal teams to provide accurate information, document product complaints, and maintain high standards of service.  

General Responsibilities:

• Provide support in Spanish when needed
• Promote compliance with healthcare regulations, HIPPA, and internal policies.
• Provide patient instruction both in person at the office and over the phone.
• Intake and assess product complaints with thorough documentation.
• Collaborate with sales personnel regarding patient accounts and communications at the office.
• Deliver prompt, empathetic, and professional service to all customers.
• Collect payment information and update customer contact details (address, email, phone).
• Monitor call volumes using internal systems to ensure adequate phone coverage.

Benefits:

• Health insurance
• Vacation and sick time
• 401K
• Short-term and long-term disability
• Life Insurance
• Opportunities for growth and development.
• Supportive and team-oriented work environment.

Required Experience / Qualifications:

• Work in-office at our Buffalo, NY location
• Must be bilingual in English and Spanish to perform essential job functions 
• 6 months to 1 year of experience in a call center, healthcare setting, or a combination of customer service and telephone-based roles
• Proficiency in MS Word, Excel, Outlook, and office equipment
• Experience using automated information systems to analyze patient accounts
• Works under moderate supervision
• Ability to communicate clearly and effectively, both verbally and in writing
• Effective listening skills, including the ability to understand others, ask appropriate questions, and respond thoughtfully
• Basic math and proficient reading comprehension skills
• Ability to work collaboratively in a team environment
• Ability to maintain a professional and distraction-free workspace that supports productivity and confidentiality
• Self-motivated, dependable, and flexible
• Strong organizational skills and attention to detail
• Proficient problem-solving abilities and desire to learn and grow
• Familiarity with departmental systems and workflows

Nice to Have Experience / Qualifications:

• Experience in clinic, hospital, or medical office settings is preferred
• Familiarity with CRM systems (e.g., Salesforce) is preferred
• VA, Workers’ Compensation, or Personal Injury Protection experience is a plus
• Experience working with patients is a plus
• Additional language abilities are appreciated but not essential for this role. Only Spanish and English is essential for this role.

Physical Requirements

General office environment that requires frequent or continuous periods of talking, sitting, keyboard entry and repetitive motion of the hands/wrists, and good general vision and hearing. May also require occasional standing, walking, reaching, grasping, and handling. This position also requires occasional bending, squatting, standing, and walking. Pushing, pulling lifting, and carrying of up to 25lbs. is required on an occasional basis. Good general vision and hearing are needed.