HOMELINK, a business unit within VGM Group’s family of businesses, is an innovative national provider of integrated specialty services for the healthcare and workers’ compensation industries. HOMELINK provides a comprehensive offering of ancillary care products and services, including advanced clinical programs, and partners with both payers and providers. As a privately held, employee-owned company, HOMELINK team members are committed to delivering high quality service from referral to resolution. To learn more about VGM HOMELINK, visit our website at www.vgmhomelink.com. 

Position Summary: As a bilingual customer contact specialist within VGM HOMELINK, you will facilitate communication between patients and payers regarding secured healthcare services. You will assist with any over-the-phone or document request needing interpretation services while understanding HOMELINK’s processes to communicate effectively. Bilingual fluency in English and Spanish is required for success in this role.

Working Location: Remote or on-site in Waterloo, Iowa

Working Hours: Full-Time, 10:00am-7:00pm CST Monday-Friday

Responsibilities/Duties of the Job 

• Manage a large volume of incoming calls and email communication 
• Respond to customer queries accurately and in a timely manner through email or phone
• Answer calls from referral sources in a timely and professional manner, and answer questions regarding the referral process to satisfy our customers
• Facilitate with Follow-Up communication for Spanish-speaking patients by contacting the patient, provider, or on-line tracking system to confirm items were delivered and/or services rendered
• Communicate with supervisor, peers, and external parties to keep them informed of updates regarding patients or payers, including outlying situations that could affect the referral
• Collect and enter accurate and detailed patient, provider, and payer information into the Company’s claims platform on a real-time basis to prevent delays in coordinating services or billing
• Work with patients/clients/beneficiaries’ insurance companies to assist in resolving issues or concerns 
• Answer questions from patients, staff, insurance companies, providers, and payer sources 
• Ensure patients receive a high standard of service delivery and care through a series of quality questions to ensure Company quality standards are being met
• Being on the phone is a required and essential function of the job 
• Identify and resolves service issues and complaints
• Intake new orders as needed
• Maintain knowledge of company policies and procedures and regulatory, contractual, and accreditation requirements
• Remain available for after hours on-call coverage
• Follow strict confidentiality and HIPAA privacy and security guidelines
• Perform other duties as assigned

*Key responsibilities do not include conducting utilization management activities that require clinical judgement or interpretation of clinical information, including issuing denials of service authorization requests.

Position Qualifications 

Education/Experience: 

• High school diploma/GED desired
• Equivalent professional experience preferred
• Must comply with continuing education per Company, regulatory, contractual, and accreditation requirements’
• Experience working in a customer service role

Skills and competencies: 

• Bilingual in English and Spanish – reading, writing, and speaking (required) 
• Fluent in Spanish - verbal and written communication (required) 
• High degree of integrity and trust
• Ability to multitask and prioritize
• Possesses strong time management and organization skills 
• Detailed oriented
• Flexible with the ability to routinely adapt to change
• Team player with excellent communication skills
• Knowledge of various healthcare industry billing and/or coding terminologies such as ICD-10, HCPCS, CPT, modifiers, and various Medicare NCD’s and LCD’s preferred but not required

Physical Requirements:  

• Working at a physical desk, moving about the office and facility as needed for work
• Operation of office machinery and equipment Operation of office machinery and equipment
• Visual abilities to include reading, distance vision and peripheral vision

Compensation Overview: The hourly rate provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards. Our starting pay ranges from $17 - $20 per hour. 

What's more? VGM is 100% employee-owned: 

Headquartered in Waterloo, Iowa, VGM is a 100% employee-owned company providing business and professional services to thousands of business customers across North America. Services include group purchasing, commercial insurance, management of healthcare services and networks in post-acute cases, healthcare distribution direct to patient homes, specialty consulting, online education, digital, print, and traditional marketing and more. VGM employs approximately 1,600 people across 40 states and Canada, with more than 1,100 working in Iowa. VGM has been named the Top Workplace in Iowa on multiple occasions and is proud of its role in the communities in which it serves. For more information visit www.vgmgroup.com.  Click to view more about VGM! 

This job description reflects the general duties of the job but is not a detailed description of all duties which may be inherent to the position. Reasonably related additional duties may be assigned to the individual Associate. 

VGM Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, pregnancy, national origin, disability, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.