Patient Support Specialist

Patient Services Specialist

Spectrum Medical Care Center is dedicated to providing best-in-class primary and specialty healthcare to LGBTQ+ individuals and those living with HIV/AIDS in Arizona. At Spectrum Medical, we aim to create an inclusive and stigma-free environment for everyone. We encourage patients to "feel good here" by tailoring healthcare to their unique needs. Our services include primary care, gender-affirming care, and HIV and STI testing and treatment.

The Patient Services Specialist (PSS) is the first point of contact for patients and the primary driver of the patient experience at Spectrum Medical. This role is central to helping patients access care, remove barriers, and feel supported throughout their healthcare journey. Operating in a "One Call" model, the PSS serves as a complete resource for patients handling scheduling, registration, eligibility verification, insurance questions, and financial education in a single interaction wherever possible. This role is designed to convert inquiries into appointments, reduce patient friction, and help patients feel confident, informed, and supported in accessing care. PSSs build trusted patient relationships that lead to long-term engagement in care.

Lead Conversion & Appointment Completion: A core accountability of the PSS role is building trust and rapport with prospective patients by delivering a welcoming, judgment-free experience that reflects Spectrum Medical's mission and values. PSSs are responsible for converting qualified leads into scheduled appointments and ensuring those appointments are completed.

• Receive and promptly engage qualified leads provided through internal referral sources, outreach programs, and partner channels.
• Contact leads in a timely manner to establish rapport, assess patient needs, and convert the inquiry into a scheduled appointment.
• Advocate for patients by identifying solutions that improve access to care and reduce barriers to scheduling and attending appointments.
• Conduct follow-up outreach with unscheduled or non-responsive leads to maximize conversion.
• Monitor scheduled appointments through to completion conducting pre-appointment confirmation calls and post-no-show recovery outreach to reschedule missed visits.
• Track and report on lead status, conversion activity, and appointment outcomes in the EHR and any designated tracking tools.
• Collaborate with the Patient Support Supervisor to identify conversion barriers and implement improvements.
• Foster positive patient relationships that support long-term engagement with Spectrum Medical services.

Performance Standard: PSSs are expected to meet or exceed established conversion benchmarks. Lead-to-scheduled and scheduled-to-completed conversion rates will be reviewed on a regular basis as part of each PSS's performance evaluation.

Scheduling & Patient Access

• Answer inbound calls and manage patient interactions from start to finish, functioning as a true one-stop resource. One-call resolution applies to scheduling, insurance questions, portal assistance, and billing inquiries.
• Note: Inquiries of a clinical nature (e.g., Rx requests or clarifications, lab results, verbal orders) will continue to be routed to the appropriate clinical resource. Medical records and referral-related requests should be directed to the ROI and referral team.
• Schedule appointments for new and existing patients across all Spectrum Medical providers in accordance with established guidelines, with a strong emphasis on helping patients confidently access care through confirmed appointments.
• Conduct outbound calls as needed to follow up on messages, schedule appointments, and re-engage patients who have missed visits.
• Send appointment reminders and follow-ups to reduce no-show rates.
• Coordinate and update provider schedules, including last-minute changes or cancellations.

Registration, Intake & Eligibility

• Complete new patient registration and intake processes end-to-end during the initial contact.
• Update patient demographic and insurance information in the Electronic Health Record (EHR).
• Check eligibility for services and interpret and communicate benefit information clearly to patients.
• Respond to patient inquiries regarding statements and covered vs. non-covered services.
• Clarify insurance benefits and assist with related questions.

Financial Education & Patient Responsibility

• Educate patients on financial responsibilities including costs, co-pays, deductibles, and payment options.
• Collect co-pays, deductibles, and outstanding balances in line with established protocols.

Documentation & Compliance

• Document all patient telephone encounters in accordance with established guidelines.
• Gather consent forms and required documentation, ensuring they are completed accurately.
• Address patient complaints and escalate unresolved issues to supervisors as needed.
• Perform other duties as assigned by the Patient Support Supervisor and Administrator.

Patient Experience Standards

• Deliver a welcoming, personalized, and stigma-free experience in every patient interaction.
• Communicate with empathy, professionalism, and urgency.
• Help patients feel comfortable navigating sensitive healthcare topics.
• Represent Spectrum Medical's mission and values in all communications.

Training & Development

• Ongoing billing and insurance training whether through internally led sessions or online courses to keep knowledge current with industry and payer changes.
• Periodic group training sessions to allow the team to hear each other's questions, collaborate, and learn from real-world scenarios together.

Customer Service Development

• Customer service coursework focused on building skills in:
• De-escalation techniques
• Navigating uncomfortable or sensitive conversations
• Call control and pacing
• Managing difficult patient interactions professionally and confidently

Other tasks and responsibilities as assigned

Qualifications

• Minimum Qualifications: High school diploma or equivalent.
• Preferred Qualifications: Previous experience in a similar role; Primary Care experience preferred.
• Work Experience:
• Experience with EMR programs.
• Experience working with LGBTQ+ communities, people living with HIV, or other underserved populations strongly preferred.
• Licenses and Certifications:
• Valid Driver's License. (required)
• Must be able to obtain an Arizona Fingerprint Clearance Card during background check process. (Required)
• Required skills, knowledge, and abilities:
• Ability to work evenings and weekends as required.
• Strong communication skills; comfortable engaging diverse groups and individuals.
• Understanding of basic STI and HIV terminology and sexual health language.
• Demonstrated cultural competency and commitment to reducing stigma.
• Strong communication skills, cultural competence and a non-judgmental attitude, treating all patients with respect and dignity, regardless of background or identity.
• Able to comply with HIPAA Regulations and maintain patient confidentiality.
• Bilingual (Spanish/English) preferred but not required.

Compensation/Benefits/Total Rewards:

• Salary Range $22 per hour - $26 per hour
• Comprehensive medical, dental, and vision insurance, eligible on the first day of the month following your start date.
• Company-Paid Life Insurance Policy of $50,000.
• Company Paid Parental Leave
• Additional optional benefits such as: Voluntary Life/AD&D, Accident, Cancer Protection, Hospital, and Short-Term Disability Insurance.
• 403(b) Plan with a 3% company match, eligible after first pay period.

Paid Time Off:

• 120 hours of Vacation time, 4.62 hours accrued bi-weekly starting date of hire. Available to use after the first day of employment.
• 1 week, 40 hours of Paid Sick Leave accrued bi-weekly starting date of hire. Available to use after the first day of employment.
• 9 annual paid holidays.
• You are also entitled to carry over 80 hours of PTO into the following calendar year.

Personal Attributes

• Hungry We expect everyone to strive for greatness and achievement.
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