Patient Access Concierge; Remote- Spanish​/English Bilingual

Location: United States | Remote

Location Eligibility: Candidates must currently reside in the United States. This role is not available to residents of California, New Jersey, New York, Montana, Hawaii, or Alaska, or of any U.S. territory.

The Bilingual Patient Access Concierge independently manages a broad range of patient access activities, including patient registration, insurance verification, appointment scheduling, and prior authorizations, with minimal oversight.

You'll be a knowledgeable resource for patients, providers, clients, and newer team members. You'll resolve more advanced insurance and scheduling issues and help spot ways to improve workflows. This role suits someone who has mastered the fundamentals and is ready to work with more independence, take on more complex cases, and begin informally mentoring others.

• Accurately collect, verify, and maintain patient demographic, insurance, and clinical information.
• Review patient accounts for completeness and resolve registration discrepancies before scheduled services.
• Ensure all required documentation is complete and accurately recorded.

• Verify insurance eligibility, benefits, referrals, and authorization requirements across a variety of payer types.
• Obtain, monitor, and document prior authorizations and referrals while ensuring payer requirements are met.
• Investigate and resolve complex insurance eligibility, authorization, and coverage issues independently.
• Communicate authorization requirements, financial responsibility, and coverage concerns to patients, providers, and internal stakeholders.
• Communicate fluently in Spanish and English with patients, families, and providers by phone and in writing.
• Explain insurance eligibility, prior authorization requirements, financial responsibility, and appointment instructions in Spanish in plain, easy-to-understand terms.
• Accurately document Spanish-language interactions in English within the EMR and other assigned systems.
• Recognize when a conversation needs a qualified medical interpreter, such as clinical or consent discussions, and follow established interpreter and language access procedures.
• Serve as a Spanish-language resource for team members and help identify ways to improve the experience for patients with limited English proficiency.

• Schedule, reschedule, and coordinate appointments while following client and provider scheduling guidelines.
• Serve as a point of contact for escalated patient, provider, and client inquiries.
• Deliver exceptional customer service while resolving complex scheduling and patient access issues.
• Build collaborative relationships with provider offices, insurance carriers, and internal departments to support timely patient care.

• Maintain complete, accurate, and timely documentation within all assigned systems.
• Ensure compliance with HIPAA, client requirements, payer guidelines, and organizational policies.
• Identify documentation or workflow issues and take appropriate corrective action.

• Meet and exceed established productivity, quality, attendance, and service expectations, along with all other relevant team metrics.
• Assist with onboarding and training new team members by sharing knowledge and best practices.
• Identify workflow inefficiencies and recommend process improvements that enhance operational performance.
• Adapt to changing payer requirements, client expectations, and operational priorities.
• Participate in departmental meetings, quality initiatives, and continuous improvement efforts.
• Perform other duties as assigned.

• High school diploma or GED required.
• Fluency in spoken and written Spanish and English required; a language proficiency assessment is part of the hiring process.
• One to four years of Patient Access, Medical Scheduling, Registration, or related healthcare experience required.
• Demonstrated ability to independently verify insurance eligibility, obtain prior authorizations, and manage appointment scheduling.
• Experience resolving moderately complex insurance, authorization, or patient access issues with minimal guidance.
• Ability to explain healthcare and insurance terms in Spanish, such as deductible, copay, prior authorization, Medicaid, and Medicare.
• Working knowledge of commercial insurance, Medicare, Medicaid, and managed care plans.
• Experience using…