Customer Service and Collections Representative
Wellstar Health System
Bilingual Patient Support Representative
Texas Health Action
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $21 per hour
Job Level
Junior
About the role
- 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
Requirements
- 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
- Prior experience in a non-profit organization (preferred)
- Prior experience working with historically underserved populations (preferred)
- Working knowledge of HIPAA regulations (preferred)
- Working knowledge of Athena electronic medical record (preferred)
- Working knowledge of healthcare insurance (preferred)
- 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations (preferred)
- Must have basic PC skills including Windows, Microsoft Outlook, Word, and Excel
- Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards
- Ability to exercise a high degree of diplomacy and tact; excellent customer service 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 desired
- 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
- Ability to apply time management practices to prioritize, schedule and complete work effectively
- Ability to work on multiple tasks simultaneously
- Must be able to work productively with other departments and employees
- Ability to work with professionals from various partners and organizations
- Works full 40 hour schedule as assigned which includes weekend hours
- Must be able to travel to and from clinic sites as needed
- 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
- Subject to pre-employment background check; submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer
