Texas Health Action

Bilingual

• Supports status-neutral engagement activities that involve access to HIV biomedical interventions for prevention and care services;
• Provides direct care to individuals wishing to engage in services including, but not limited to conducting intake and assessments for HIV care, PrEP/PEP and/or gender-affirming care, delivering brief individual and group interventions sessions, providing sexual health education and counseling, assisting patients with navigating insurance/benefits , participating in community engagement and outreach, and scheduling appointments ;
• Identifies and addresses a patient’s psychosocial barriers to accessing care and facilitates linkage to supportive services and relevant programs;
• Monitors issues affecting patient access, adherence, and/or retention in care. Maintains up-to-date knowledge of internal and external resources to ensure the continuum of care obtained and works to remove any barriers to services;
• Collects and analyzes data to identify program progress, and effectively manages operations by utilizing quality improvement tools;
• Acts as a liaison between local agencies with the functions and operations of the program;
• Interprets program guidelines, policies, and procedures for operations;
• Participates in quality improvement efforts by assisting in making required adjustments and promoting program innovation. Helps to establish and implement goals, objectives, policies, procedures, and systems for the clinic;
• Maintains confidentiality and HIPAA compliance according to the clinic’s policies and procedures ; and
• Performs related duties and fulfills responsibilities as required.

Bilingual Patient Advocate – Spanish, English

Customer Retention Specialist

• Serve as primary contact for new PrEP patients as they adjust to their daily PrEP regimen.
• Ensure patients access medication refills and follow-up appointments.
• Connect patients with clinical staff and patient advocates to resolve barriers to PrEP retention.
• Empower patients with knowledge regarding PrEP, adherence, and healthy sexual practices.
• Maintain open communication with patients to ensure optimal service utilization and patient satisfaction.
• Facilitate ongoing access to PrEP and clinical services.
• Assist clinical and support staff in current PrEP retention efforts.
• Maintain accurate and timely documentation in patient medical records and data entry.

Bilingual PrEP Retention Specialist

Community Manager

• Cultivate relationships across diverse communities to provide new opportunity for engagement around sexual health, mental health, HIV/STI treatment, gender affirming care that are responsive to their culture and identities
• Coordinate and implement local strategies to engage Black, Latinx, & Trans/Gender Expansive populations to provide education, HIV/STI testing information, & PrEP/PEP referrals
• Identify, nurture, and maintain relationships with community leaders, organizations, and networks that expand community engagement and programmatic efforts.
• Provide presentations to relevant partners and community groups that expand the awareness of Texas Health Action and its programs.

Community Engagement Specialist

Call Center Representative

• Talk directly to patients on the telephone or patient portal messaging system and then direct them to home care advice, emergency rooms (ERs), or schedule patients to the clinic during office hours.
• Meet and exceed Call center Metrics and KPIs.
• For clinical concerns, determine urgency of seeing the patient based on brief assessment and on familiarity with a patient’s condition and history.
• Send patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches to ER immediately or arrange for ambulance.
• Ensure accurate notes of all consultations and treatments are recorded in the patients’ medical record.
• Arrange clinic appointments for patients who do not need to go to ER but need to see a clinician. Consults with clinicians as needed.
• Follow organization’s clinical SDOs, policies and procedures when interpreting lab results, sending medication refills or scheduling treatment.
• Follow Texas DSHS notifiable condition reporting requirements.
• Act, when designated, in an “Ask a Nurse” capacity, handling routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”
• Prioritize work tasks and services and completes tasks in a timely manner.
• Maintain accurate, clear, and concise progress notes, problem lists, and medication lists.
• Provide patient education regarding disease processes, therapies, and healthful behaviors.
• Communicate appropriately and tactfully with staff, consultants, patients, partners, and community.
• Reduce conflict and increase patient satisfaction whenever possible through timely response to calls.
• Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities.
• Participate in staff, planning, in-service, and other meetings as needed.
• Perform other duties as assigned.
• Perform nurse lead phone appointments as indicated in SOP/SDO for PEP, PrEP and Treatment of syphilis.

Registered Nurse – Patient Support, Call Center

• 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

Bilingual Patient Support Representative

Human Resources

• Serve as a consultative HR partner to managers and directors, advising on employee relations and leadership development.
• Lead and document moderate employee relations cases and investigations, ensuring fairness, due process, and compliance.
• Manage full-cycle recruitment for assigned roles, support onboarding, and integrate recruiting with retention strategies.
• Provide consultative guidance on compensation, benefits, leave programs, and support annual compensation reviews and Open Enrollment.
• Maintain accurate HRIS data, personnel records, support audits, and ensure compliance with HR policies and labor laws.
• Oversee the performance management cycle including goal setting, evaluations, development planning, and supervisor coaching.
• Consult on workforce planning, staffing models, and team structures to support organizational effectiveness and long-term planning.
• Facilitate DEIB and engagement programs within assigned departments and support change management initiatives.
• Generate HR reports and dashboards, ensure data accuracy, and provide summaries for senior HR staff.

Bilingual Patient Advocate – Spanish, English

Bilingual PrEP Retention Specialist

Community Engagement Specialist

Registered Nurse – Patient Support, Call Center

Bilingual Patient Support Representative

Human Resources Business Partner II