Patient Relations Specialist - Bilingual

Patient Relations Specialist

Location:

Headquarters Office, Austin, TX.

• Provide excellent customer service by answering phones in a timely, positive, courteous, and welcoming manner.
• Manage incoming phone calls, emails, messages, and referrals to completion in a timely fashion.
• Provide exceptional customer service even during trying situations.
• Perform appointment functions with accuracy and per patient or provider request, such as scheduling appointments, managing cancellations, re-schedules, visit cycles, and wait lists.
• Identify a patient's age-specific information or communication needs prior to visit.
• Resolve problems in a timely fashion. Document unresolved issues voiced by patients and refer to the appropriate party for resolution.
• Maintain thorough and detailed knowledge of insurance, self-pay billing, follow-up guidelines, and regulations for third‑party vendors.
• Support billing department and call center, as needed, and in areas that do not create internal control conflict.
• Maintain current knowledge of business office processes, especially in payment posting and charge review.
• Cross‑train in reception/front office duties.
• Assist other employees when time allows, including but not limited to traveling to other locations as needed to provide reception coverage.
• Other duties as assigned.

• High school diploma or GED.
• One to three (1–3) years of experience performing high‑volume phone customer service in a fast‑paced environment.
• Previous experience in administrative medical offices (highly preferred).
• Experience with Mod Med (EMA) is a plus.
• Bilingual in English and Spanish preferred.
• Strong interpersonal, verbal, and written communication skills.
• Proficiency with Microsoft Office Suite and ability to work with an EHR and other related E‑Systems.
• Detail‑oriented and able to handle multiple tasks, following through to completion.
• Compliant with attendance expectations of assigned shifts/hours of work/meal breaks such that coverage is maintained.

• Medical, life insurance, short‑term disability coverage, mental health services, and more at no cost for eligible employees.
• Vision, dental, and supplemental insurance options.
• 401(k) with company matching.
• Employee discounts, HSA and FSA/dependent care.
• Tuition assistance, certification reimbursement, and more.