Patient Experience Advocate

Bilingual Patient Experience Advocate

Recently named one of Arizona's Top Workplaces, Arizona Arthritis & Rheumatology Associates, P.C. is the largest private Rheumatology practice in the United States. The practice has over 60 providers, 15 sites and over 30 employees providing assessment and treatments for rheumatological, podiatric, and electromyography patients. Our providers work together to keep patients healthy, and are recognized for excellence in medicine and for being pioneers in new treatments, ably supported by our Research department.

We are an equal employment opportunity employer and will consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

Our vision is to provide the best Rheumatology care, anywhere and, to balance sustainable operation with the highest possible level of patient care.

We are seeking an ambitious, friendly, positive, and compassionate Bilingual Patient Experience Advocate to join our Patient Experience Team.

This purpose of this position is to assist the clinics with interpreting and communicating with Spanish-speaking patients via video conference, phone, and email, including real-time translation between the patient and care team during visits, answering incoming calls, placing outbound calls, exchanging electronic messages/email, and providing other translations for English and Spanish. Fluent Spanish-speaking and writing is required for this role. Additionally, this position will prioritize the answering of inbound calls which may include speaking to, but is not limited to patients, insurance companies, outside providers, and all other callers into the practice, with priority on Spanish speaking patients and other callers. Advocates are expected to provide an excellent patient experience from the patients first call and any other contact attempts to the practice. This includes internal customers such as AARA Providers, Medical Assistants, Front desk staff and Management, etc. Advocates are expected to complete additional tasks as assigned by Patient Experience Manager, Supervisor and Team Lead as needed. Advocates will answer calls from a designated Spanish phone queue as well as the other queues for English speaking patients.

Responsibilities

• Spanish/English language interpretation for Providers and Patients via video conference, phone and written communications such as email
• Answer inbound/place outbound calls in Spanish and English to patients
• Answer incoming calls for the practice in a polite and professional manner, following department Customer Service guidelines
• Conduct all calls with patience, empathy and understanding while using sound judgement, especially with upset callers
• Act as a liaison between the patient and their Care Team in clinic
• Schedule patients for Provider, lab, Xray and DEXA appointments
• Assist patients with general practice information such as directions, appointment confirmations, etc.
• Assist patient with Patient Portal enrollment and troubleshooting
• Send messages to Administrative Medical Assistants for medication refills, clinical questions, prior authorizations, complaints, etc
• Ensure all messages are sent with the appropriate level of detail
• Follow all department processes and procedures as trained
• Enter insurance information and complete eligibility checks
• Place outbound calls to patients as needed for: scheduling, rescheduling, appointment cancellations and to correct any errors made by the employee
• Discuss practice policies with patients such as No Show, Cancellation, No Dr Transfer etc
• Assist with downtime tasks such as mail processing, interpreter scheduling, voicemails, answering service message and additional tasks as assigned
• Communicate effectively and professionally with all internal customers such as Providers, Medical Assistants, front desk staff and Management.
• Participate in weekly team huddles during normal working hours and twice-yearly team meetings outside normal working hours

Qualifications

Essential

• Ability to comfortable interpret between English/Spanish
• 1+ year of Call Center or relevant administrative experience
• 2+ years of Customer Service experience
• Written and verbal communication skills
• Interpersonal skills
• Basic email/Microsoft office/computer skills

Desirable

• Customer service in a health care setting preferred
• Basic HIPAA knowledge
• 2+ years call center experience, especially in a health care setting

Arizona Arthritis and Rheumatology