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 position will primarily support the call center 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 or reschedule patient appointments per stated guidelines
• Accurately register patients in the electronic health record according to established protocols
• Set appropriate expectations for patients regarding their 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 the 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, if needed, elevate to additional leadership support within an appropriate timeframe
• Actively engage in a quality improvement culture within the department/organization and participate in identified quality improvement activities
• Travel to and from clinic to provide reception coverage: greet patients, schedule appointments, maintain a clean reception area, and check patients in and out for appointments, as well as perform 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

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 and/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 working with diverse populations, including LGBTQ+ and other marginalized populations

• Must have basic PC skills including 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 service and interpersonal communication skills; cultural sensitivity and demonstrated ability to work with diverse people groups
• Well…