Bilingual Patient Support Center Representative

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: (Use the "Apply for this Job" box below)..

THA is seeking a Bilingual Patient Support Center Representative to answer phones for multiple clinic locations and handle 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, coordinate and organize 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 work in clinic and assist 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.

• 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 elevate to additional leadership support as needed, within an 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 a 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 $21.24. The initial hourly rate will be determined by the selected candidate’s qualifications and relevant experience.

• 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
• 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

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…