Bilingual Patient Experience Specialist

Arizona Arthritis and Rheumatology Research, PLLC; Phoenix (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Arizona Arthritis & Rheumatology Associates, P.C. is seeking a ambitious, friendly, positive, and compassionate Bilingual Patient Experience Advocate to join our Patient Experience Team.

This role interprets and communicates with Spanish-speaking patients via video conference, phone, and email, including real-time translation between patient and care team during visits, handling calls and messages in English and Spanish. Fluent Spanish-speaking and writing is required.

Qualifications

• Bilingual in English and Spanish required.
• 1+ year Call Center or administrative experience.
• 2+ years Customer Service experience.
• Strong written and verbal communication.
• Interpersonal skills.
• Basic email/Microsoft Office skills.

Responsibilities

• Spanish/English language interpretation for Providers and Patients via video conference, phone and written communications such as email.
• Answer inbound/place outbound calls in Spanish and English to patients.
• Answer incoming calls for the practice in a polite and professional manner, following department Customer Service guidelines.
• Conduct all calls with patience, empathy and understanding while using sound judgement, especially with upset callers.
• Act as a liaison between the patient and their Care Team in clinic.
• Schedule patients for Provider, lab, Xray and DEXA appointments.
• Assist patients with general practice information such as directions, appointment confirmations, etc.
• Assist patient with Patient Portal enrollment and troubleshooting.
• Send messages to Administrative Medical Assistants for medication refills, clinical questions, prior authorizations, complaints, etc
• Ensure all messages are sent with the appropriate level of detail
• Follow all department processes and procedures as trained
• Enter insurance information and complete eligibility checks
• Place outbound calls to patients as needed for: scheduling, rescheduling, appointment cancellations and to correct any errors made by the employee
• Discuss practice policies with patients such as No Show, Cancellation, No Dr Transfer etc
• Assist with downtime tasks such as mail processing, interpreter scheduling, voicemails, answering service message and additional tasks as assigned
• Communicate effectively and professionally with all internal customers such as Providers, Medical Assistants, front desk staff and Management.
• Participate in weekly team huddles during normal working hours and twice-yearly team meetings outside normal working hours

Skills

Bilingual Spanish/English

Call Center experience

Customer Service experience

Written & verbal communication

Interpersonal skills

Microsoft Office basics

Tools

Microsoft Office

Job description

Arizona Arthritis & Rheumatology Associates, P.C. is seeking a ambitious, friendly, positive, and compassionate Bilingual Patient Experience Advocate to join our Patient Experience Team.

This role interprets and communicates with Spanish-speaking patients via video conference, phone, and email, including real-time translation between patient and care team during visits, handling calls and messages in English and Spanish. Fluent Spanish-speaking and writing is required.