Bilingual Patient Support Center Representative

• 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, and within 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 clean reception area, 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

• 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 (ideally)
• Prior experience working with historically underserved populations (ideally)
• Working knowledge of HIPAA regulations (ideally)
• Working knowledge of Athena electronic medical record (ideally)
• Working knowledge of healthcare insurance (preferable)
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations (ideally)
• Active Basic Life Support (BLS) certification required or must be obtained before hire date

Demonstrates expertise in patient registration, appointment scheduling, and maintaining patient records while ensuring compliance with HIPAA regulations. Proficient in engaging with diverse populations and fostering a patient-centered environment to enhance patient satisfaction.

• Patient Registration
• Appointment Scheduling
• Bilingual in English and Spanish
• Knowledge of HIPAA Regulations
• Basic Life Support (BLS) Certification

• Medical Terminology
• Electronic Health Record Management
• Clerical Procedures
• Healthcare Insurance Knowledge
• Quality Improvement Participation

• Patient-Centered Communication
• Conflict Resolution
• Team Collaboration
• Customer Service Orientation

• Basic Life Support (BLS)

• Non-Profit Organization Experience
• Underserved Populations
• LGBTQ+ Community Engagement

• Athena Electronic Medical Record
• Computer Software Applications