Patient Relations Specialist - Bilingual

Job Description

Job Description

Are you looking for an incredible opportunity to join a dynamic, fast-growing dermatology services company? Epiphany Dermatology, headquartered in Austin, TX, is on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S.

We are looking for a service-oriented, motivated individual to join us as a Patient Relations Specialist to accomplish this mission. With ambitions to increase our reach over the next four to five years, our quickly expanding company has gone from a single site in 2015 to nearly 100 dermatological clinics nationwide.

Our employees are the key to our success and we’re proud to offer eligible employees great benefits (many at no cost!), perks like free skin care, generous time off plans, the opportunity for growth, and the chance to be part of a purpose-driven organization taking patient care to the next level.

We are excited to grow our team with individuals who are as passionate about our patients as we are and invest a lot of time and energy in our employees’ development because we believe being a part of the Epiphany team is a career opportunity—not just another job.

If you are interested in joining this mission-driven team, please consider applying today!

What we are looking for:

A dedicated customer service professional to join our Patient Relations Specialist team located at our Headquarters Office in Austin, TX. This position is instrumental in providing a variety of support functions in a call center environment that are critical in providing a welcoming experience for all of our patients. This role will be responsible for appointment scheduling, providing patient billing support, and driving communication between patients, insurances, and clinics. Patient Relations Specialist are responsible for ensuring patient needs are appropriately met and accounts are accurately kept within company and federal guidelines by performing the following duties:

What you’ll do:

• Provide excellent customer service by answering phones in a timely, positive, courteous, and welcoming manner.

• Manage incoming phone calls, emails, messages, and referrals to completion and in a timely fashion.

• Provide exceptional customer service even during trying situations.

• Perform appointing functions with accuracy and per patient or provider request, such as scheduling appointments, managing cancellations, re-schedules, visit cycles and wait lists.

• Identify a patient's age-specific information or communication needs prior to visit.

• Resolve problems in a timely fashion. Document unresolved issues voiced by patients and refer to the appropriate party for resolution.

• Maintain thorough and detailed knowledge of insurance, self-pay billing, follow-up guidelines, and regulations for third party vendors.

• Support billing department and call center, as needed, and in areas that do not create internal control conflict.

• Maintain current knowledge of business office processes, especially in payment posting and charge review.

• Cross training in reception / front office duties.

• Assist other employees when time allows, including but not limited to traveling to other locations as needed to provide reception coverage as needed.

• Other duties as assigned..

It’ll help to have/be:

• Strong interpersonal, verbal, and written communication skills.

• Proficiency with Microsoft Office Suite. Ability to work with an Electronic Health Record and other related E-Systems.

• Detail-oriented and able to handle multiple tasks, following through to completion.

• Compliant with attendance expectations of assigned shifts/hours of work/meal breaks such that coverage is maintained.

Qualifications/Experience:

• High school diploma or general education degree (GED).

• One to three (1-3) years’ experience performing high volume phone customer service in a fast-paced environment.

• Excellent data entry skills required.

• Previous experience in administrative medical offices is highly preferred.

• Experience with ModMed (EMA) is a plus.

• Bilingual in English and Spanish preferred.

Work environment and physical requirements:

Normal work schedule will be based onsite at our HQ office in Austin, TX. Administrative office may have minimum visits to medical offices with possible exposure to procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.

Benefits:

We offer generous benefits including medical, life insurance, short-term disability coverage, mental health services, and more at no cost for eligible employees. In addition, we have great vision, dental, and supplemental insurance options. We also offer 401k with company matching, employee discounts, HSA and FSA/dependent care, tuition assistance, certification reimbursement, and more!