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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.