Bilingual Patient Support Center Representative

Job Description

Job Description

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here:

THA is seeking a Bilingual Patient Support Center Representative to answer phones for multiple clinic locations and handles all day-to-day administrative tasks required to keep the clinics running smoothly. This person’s primary responsibility is to attend to patients on the phone, coordinates and organizes appointments, and document interactions to facilitate the smooth running of the in-clinic healthcare environment and delivery of high-quality patient care. This position will support the call center primarily but will also be working in clinic and assisting with front desk in-clinic coverage, based on staffing. Candidates must be in the Austin Metro area and have the ability to commute to clinic as needed.

What you would do:

• Conduct incoming and outgoing calls as needed to respond to inquiries made by patients, vendors, insurance companies and other medical facilities
• 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 manner that is patient-centered, reflective of THA/Kind Clinic values, and ensures highest level of patient satisfaction
• Safeguard patient privacy and confidentiality
• Continuously meet or exceed organization defined metrics regarding call/patient interactions 
• Resolve patient complaints and escalate to additional leadership support as needed, and within appropriate timeframe
• Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities
• Travel to and from Clinic to provide reception coverage: greeting patients, scheduling appointments, maintaining clean reception area, and checking patients in and out for appointments, as well as other related duties when needed.
• Report all qualified travel expenses and mileage in accordance with applicable rules and policies
• Assist Patient Support Center leadership in creating processes and systems that facilitate optimal Patient Support Center flow
• Assist other members of the Patient Support Center and clinic reception as needed
• Perform other duties as assigned

Compensation

Based on the position’s duties and requirements, this role has a starting hourly rate of $21.63. The initial hourly rate will be determined by the selected candidate’s qualifications and relevant experience.

Requirements

Your previous work life and education must include:

• 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

Your previous work life and education would ideally include:

• Prior experience in a non-profit organization
• Prior experience working with historically underserved populations
• Working knowledge of HIPAA regulations

• Working knowledge of Athena electronic medical record
• Working knowledge of healthcare insurance preferred
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations
• Active Basic Life Support (BLS) certification required or must be obtained before hire date.

Knowledge Skills and Abilities

• Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word, and Excel.
• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
• Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services 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 desirable.
• 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, those in crises or resistant or negative toward organizations.
• Ability to apply time management practices to prioritize, schedule and complete work effectively to comply with mandated policies and deadlines.
• Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities.
• Must be able to work productively with other departments and employees.
• Ability to work with professionals from various partners and organizations.
• Usually works forty (40) hours per week, some weekends may be required.
• 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
• Must possess leadership qualities and be able to supervise and secure the cooperation of staff

Physical Requirements/Environmental Conditions

Perform the following with or without reasonable accommodations:

• Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips.
• Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.
• Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.
• Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects.
• Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze.
• Must be able to work and concentrate amidst distractions such as noise, conversation, and foot traffic; ability to handle interruptions often and be able to move from one task to another.
• While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Benefits

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

Applicant Information:

• Submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.
• The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

EEO Statement: Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.