Bilingual Patient Support Center Representative

Jobtailor; Austin (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Jobtailor in Austin, TX seeks a patient support receptionist to manage patient registration, scheduling, and records within a HIPAA-compliant environment. The role emphasizes patient-centered service and accurate data entry in the Athena EMR.

Responsibilities include handling inquiries, maintaining privacy, and supporting the Patient Support Center workflow. Bilingual English/Spanish required; healthcare experience and BLS certification preferred.

Qualifications

• High School Diploma is required.
• 1 year experience in a medical setting or call center preferred.
• 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.
• Prior nonprofit experience preferred.
• Experience serving underserved populations preferred.
• HIPAA regulations knowledge preferred.
• Athena EMR familiarity preferred.
• Healthcare insurance knowledge preferred.
• 2+ years experience working with diverse populations including LGBTQ+ and other marginalized groups preferred.
• Basic Life Support (BLS) certification required or to be obtained before hire date.

Responsibilities

• Conduct incoming and outgoing calls to respond to inquiries from patients and providers.
• Schedule or reschedule patient appointments per guidelines.
• Register patients in the electronic health record.
• Set expectations for patient visits and manage patient records.
• Maintain patient privacy and confidentiality.
• Engage with diverse populations to ensure patient satisfaction.
• Meet or exceed call and patient interaction metrics.
• Resolve patient complaints and escalate when needed.
• Support quality improvement activities within the center.
• Assist with travel to and from clinics to provide reception coverage as needed.
• Assist other PS Center staff and clinic reception as needed.
• Perform other duties as assigned.

Skills

Patient Registration

Appointment Scheduling

Bilingual in English and Spanish

HIPAA Regulations

Basic Life Support (BLS)

Education

High School Diploma

Tools

Athena Electronic Medical Record

Computer Software Applications

Job description

• Conduct incoming and outgoing calls as needed to respond to inquiries made by patients, vendors, insurance companies and other medical facilities


• Schedule/reschedule patient appointments per stated guidelines


• Accurately register patients in electronic health record according to established protocols


• Set appropriate expectations to patients regarding the patient visit


• Maintain and manage patient records with minimal errors


• Conduct all patient interactions in a manner that is patient-centered, reflective of THA/Kind Clinic values, and ensures highest level of patient satisfaction


• Safeguard patient privacy and confidentiality


• Continuously meet or exceed organization defined metrics regarding call/patient interactions


• Resolve patient complaints and elevate to additional leadership support as needed, and within appropriate timeframe


• Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities


• Travel to and from Clinic to provide reception coverage: greeting patients, scheduling appointments, maintaining clean reception area, checking patients in and out for appointments, as well as other related duties when needed.


• Report all qualified travel expenses and mileage in accordance with applicable rules and policies


• Assist Patient Support Center leadership in creating processes and systems that facilitate optimal Patient Support Center 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 & 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


• Prior experience in a non-profit organization (ideally)


• Prior experience working with historically underserved populations (ideally)


• Working knowledge of HIPAA regulations (ideally)


• Working knowledge of Athena electronic medical record (ideally)


• Working knowledge of healthcare insurance (preferable)


• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations (ideally)


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

Core Competencies

Demonstrates expertise in patient registration, appointment scheduling, and maintaining patient records while ensuring compliance with HIPAA regulations. Proficient in engaging with diverse populations and fostering a patient-centered environment to enhance patient satisfaction.

Highest-signal resume keywords

• Patient Registration


• Appointment Scheduling


• Bilingual in English and Spanish


• Knowledge of HIPAA Regulations


• Basic Life Support (BLS) Certification

ATS Optimization Keywords

Hard Skills

• Medical Terminology


• Electronic Health Record Management


• Clerical Procedures


• Healthcare Insurance Knowledge


• Quality Improvement Participation

Soft Skills

• Patient-Centered Communication


• Conflict Resolution


• Team Collaboration


• Customer Service Orientation

Certifications & Qualifications

• Basic Life Support (BLS)

Industry Keywords

• Non-Profit Organization Experience


• Underserved Populations


• LGBTQ+ Community Engagement

Tools & Technologies

• Athena Electronic Medical Record


• Computer Software Applications