Hybrid Bilingual Patient Support Representative

Posted last month

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About the role

  • Answers phones for multiple clinic locations and responds to patient, vendor, insurance, and medical facility inquiries
  • Schedule/reschedule patient appointments per stated guidelines
  • Accurately register patients in electronic health record according to established protocols
  • Set appropriate expectations to patients regarding the patient visit
  • Maintain and manage patient records with minimal errors
  • Conduct all patient interactions in a patient-centered manner reflecting THA/Kind Clinic values
  • Safeguard patient privacy and confidentiality (HIPAA)
  • Continuously meet or exceed organization-defined metrics regarding call/patient interactions
  • Resolve patient complaints and escalate to leadership as needed
  • Actively engage in quality improvement activities within department/organization
  • Travel to and from clinics to provide reception coverage: greeting patients, scheduling, maintaining reception area, and checking patients in/out
  • Report qualified travel expenses and mileage per policy
  • Assist Patient Support Center leadership in creating processes and systems to optimize flow
  • Assist other Patient Support Center and clinic reception staff as needed
  • Perform other duties as assigned
  • Hybrid role supporting call center primarily with in-clinic front desk coverage as needed; must be located in the Austin Metro area and able to commute

Requirements

  • High School Diploma
  • 1 year experience in a medical setting & or call center experience
  • Knowledge of medical terminology, procedures and diagnosis
  • Knowledge of computer and relevant software applications
  • Knowledge of general administrative and clerical procedures
  • Bilingual in English and Spanish
  • Prior experience in a non-profit organization (preferred)
  • Prior experience working with historically underserved populations (preferred)
  • Working knowledge of HIPAA regulations (preferred)
  • Working knowledge of Athena electronic medical record (preferred)
  • Working knowledge of healthcare insurance (preferred)
  • 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations (preferred)
  • Must have basic PC skills including Windows, Microsoft Outlook, Word, and Excel
  • Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards
  • Ability to exercise a high degree of diplomacy and tact; excellent customer service and interpersonal communication skills
  • Cultural sensitivity and demonstrated ability to work with diverse people groups
  • Well-developed verbal and written communication skills in English; additional language abilities desired
  • Ability to work well under pressure with minimal supervision
  • Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes
  • Ability to apply time management practices to prioritize, schedule and complete work effectively
  • Ability to work on multiple tasks simultaneously
  • Must be able to work productively with other departments and employees
  • Ability to work with professionals from various partners and organizations
  • Works full 40 hour schedule as assigned which includes weekend hours
  • Must be able to travel to and from clinic sites as needed
  • Ability to successfully manage conflict, negotiating “win-win” solutions
  • Must be able to multi-task, prioritize with strong time management skills
  • Exceptional follow through on tasks and assignments
  • Subject to pre-employment background check; submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (403b)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Holidays)
  • Disability (Short Term & Long Term)
  • Training & Development

Job title

Bilingual Patient Support Representative

Job type

Experience level

Junior

Salary

$21 per hour

Degree requirement

High School Diploma

Location requirements

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