Bilingual Inbound Patient Services Representative

Neighborhood Outreach Access To Health; Phoenix (AZ); On-site; USD 21,000 - 33,000; Full time

Job summary

Neighborhood Outreach Access to Health (NOAH) seeks an Inbound Patient Services Representative to be the first contact for patient registrations, scheduling, and inquiries. You will verify patient identity, coordinate with multiple NOAH services, and support HIPAA-compliant workflows in a busy contact center.

You will assist with insurance verification, referrals, and education on NOAH resources and MyChart access.

Qualifications

• Must read, write and speak English.
• Typing skills with accuracy.
• Experience in appointment scheduling and referrals including pre-authorizations.
• Medical terminology knowledge required.
• Proficient with Microsoft Office Suite.
• Bilingual in Spanish preferred.

Responsibilities

• Serve as the first point of contact for patients contacting the NOAH Patient Contact Center by answering inbound calls and responding to voicemail, email, work queues, online form, and other approved inbound channels; complete patient follow-up activities as needed.
• Provide professional, compassionate, and timely support by assessing the patient's needs, navigating the appropriate workflow, and working to resolve inquiries during the first interaction whenever possible.
• Verify patient identity and complete new patient registrations, demographic updates, insurance updates, and other required documentation accurately in the EMR.
• Schedule, reschedule, cancel, and update appointments across NOAH service lines, following approved scheduling guidelines and patient access workflows.
• Assist with insurance verification, referral-related scheduling needs, in-network transfers, and authorization related workflows to support accurate scheduling and reduce delays in care.
• Educate patients on available NOAH services, MyChart access, and health education programs when relevant to the patient's needs.
• Identify, de-escalate, document, and escalate urgent or complex patient concerns according to protocols while maintaining HIPAA compliance.
• Meet department KPIs and adhere to procedures, privacy, security, and organizational standards.

Skills

English language

Typing

Multitask across systems

Appointment scheduling

Medical terminology

MS Office

Education

High school diploma or GED

1 year contact center experience

Bilingual in Spanish

HIPAA/Privacy Practices knowledge

Tools

Microsoft Office

Job description

Job Details

Job Location: NOAH Administration - Phoenix, AZ, Position Type: Full Time, Education Level: None, Salary Range: $18.90 - $24.53Hourly, Job Category: Admin - Clerical

Neighborhood Outreach Access to Health (NOAH) is a Federally Qualified Health Center (FQHC) that offers comprehensive, integrated, and affordable healthcare services to people in need. We serve over 40,000 neighbors with a variety of services, including medical, dental, behavioral health, nutrition, preventive health, eligibility assistance, and health education programs.

At NOAH, we are dedicated to promoting the overall wellness of our employees by fostering a supportive and balanced work environment. We understand the importance of physical, mental, and emotional well-being, and we strive to create a workplace where our team members can thrive both personally and professionally. Join us in making a difference in our community while enjoying a fulfilling and rewarding career.

Job Summary

The Inbound Patient Services Representative serves as the first point of contact for patients contacting the Patient Contact Center. This role provides accurate, compassionate, and efficient support for patient registration, appointment scheduling, general inquiries, insurance verification, and access to NOAH services.

The position supports patient access across all current and future NOAH service lines by completing new patient registrations, accurately scheduling appointments, responding to patient needs, and providing follow-up support in alignment with approved scheduling guidelines and patient access workflows. This role also performs related clerical and administrative duties, including documentation, data entry, call handling, voicemail response, and support for Patient Contact Center operations.

Duties and Responsibilities

• Serve as the first point of contact for patients contacting the NOAH Patient Contact Center by answering inbound calls and responding to voicemail, email, work queues, online form, and other approved inbound communication channels; complete patient follow-up activities as needed.
• Provide professional, compassionate, and timely support by assessing the patient's needs, navigating the appropriate workflow, and working to resolve inquiries during the first interaction whenever possible.
• Verify patient identity according to established procedures and complete new patient registrations, demographic updates, insurance updates, and other required documentation accurately in the EMR.
• Schedule, reschedule, cancel, and update appointments across assigned NOAH service lines, including Medical, Dental, Behavioral Health, Psychiatry, Nutrition, and other services, following approved scheduling guidelines and patient access workflows.
• Assist with insurance verification, referral-related scheduling needs, in-network transfers, and authorization related workflows to support accurate scheduling and reduce delays in care.
• Educate patients on available NOAH services, resources, MyChart access, and health education programs when relevant to the patient's expressed needs, appointment type, or care access request.
• Identify, de-escalate, document, and escalates urgent, clinical, sensitive, or complex patient concerns according to established protocols while maintaining patient confidentiality and HIPAA compliance.
• Consistently meet department expectations and key performance indicators, including quality, accuracy, productivity, service level, schedule adherence, attendance, patient experience, first-call resolution, and compliance with approved procedures, privacy, security, and organizational standards; performs other duties as assigned.

Qualifications: Required Skills/Knowledge/Abilities

• Ability to read, write and speak English
• Must have strong typing skills
• Must be able to use multiple technology systems simultaneously
• Experience in appointment scheduling, referral processing including pre-authorizations
• Must have medical terminology knowledge
• Proficient with Microsoft Office Suite or related software to prepare reports and policies.

Education and Experience

Required

• High school diploma/GED
• 1 year contact center experience.
• Experience in appointment scheduling, referral processing including pre-authorizations
• Must have medical terminology knowledge
• Knowledge of HIPPA/Privacy Practices
• Bilingual in Spanish

Preferred

• 1 year integrated healthcare call center experience

Other Requirements

• New Hires are required to pass pre-employment background check and drug testing (effective 11/1/2022).