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About the Role

Texas Health Action (THA) is seeking a Bilingual Patient Support Center Representative to manage phone communications for multiple clinic locations, handle administrative tasks, coordinate appointments, and document patient interactions to ensure smooth clinic operations and high-quality patient care. This role primarily supports the call center but may also involve front desk coverage in clinics.

Responsibilities

• Conduct incoming and outgoing calls to respond to inquiries from patients, vendors, insurance companies, and medical facilities.
• Schedule and reschedule patient appointments according to guidelines.
• Accurately register patients in the electronic health record.
• Set appropriate expectations for patient visits.
• Maintain and manage patient records with minimal errors.
• Conduct all patient interactions in a patient-centered manner, reflecting THA/Kind Clinic values.
• Safeguard patient privacy and confidentiality.
• Meet or exceed organization-defined metrics for call/patient interactions.
• Resolve patient complaints and escalate issues to leadership as needed.
• Engage in quality improvement activities within the department and organization.
• Provide reception coverage at clinics, including greeting patients, scheduling, maintaining the reception area, and checking patients in and out.
• Report qualified travel expenses and mileage.
• Assist Patient Support Center leadership in creating processes and systems for optimal flow.
• Assist other members of the Patient Support Center and clinic reception as needed.
• Perform other duties as assigned.

Requirements

• 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
• Basic PC skills including Windows Operating System and Microsoft Outlook, Word, and Excel
• Ability to maintain confidentiality under HIPAA standards
• 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-developed verbal and written communication skills in English
• Ability to work well under pressure with minimal supervision
• Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crises or resistant or negative toward organizations
• Ability to apply time management practices to prioritize, schedule, and complete work effectively
• Ability to work on multiple tasks or parts of tasks simultaneously
• Ability to work productively with other departments and employees
• Ability to work with professionals from various partners and organizations
• Ability to successfully manage conflict, negotiating “win-win” solutions
• Ability to multi-task, prioritize with strong time management skills
• Exceptional follow-through on tasks and assignments
• Must possess leadership qualities and be able to supervise and secure the cooperation of staff
• Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and perceive object attributes by touching
• Ability to express and exchange ideas via spoken word accurately and sometimes quickly and loudly
• Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction
• Ability to perceive detailed information orally and make fine discriminations in sound
• Perform repetitive motions with wrists, hands, and fingers
• Ability to exert up to 100 pounds of force occasionally and to lift, carry, push, pull, or otherwise move objects
• Minimum standard of visual acuity to complete administrative and clerical tasks, and inspect and analyze
• Ability to work and concentrate amidst distractions such as noise, conversation, and foot traffic
• Ability to handle interruptions often and move from one task to another

Skills

• Bilingual in English and Spanish
• Medical terminology
• Computer and relevant software applications
• General administrative and clerical procedures
• Basic PC skills (Windows Operating System, Microsoft Outlook, Word, Excel)
• HIPAA regulations
• Customer service
• Interpersonal communication
• Verbal communication
• Written communication
• Time management
• Conflict management
• Multi-tasking
• Prioritization
• Follow-through

Location

• Austin Metro area

Work Type

• Full-time
• Hybrid

Experience Level

• 1 year experience in a medical setting or call center
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations

Education Level

• High School Diploma
• Active Basic Life Support (BLS) certification required or must be obtained before hire date.

Salary/Compensations

• $21.24 per hour

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Parental Leave
• Longevity Pay

About the Company

• 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: http://texashealthaction.org.

Equal Opportunity

• Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer.
• We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.