Bilingual Patient Access Specialist I (Contact Center)

Legacy Community Health•Houston, TX

5d•Onsite

About The Position

The Bilingual Patient Access Specialist I serves as a first point of contact for patients, helping them navigate their healthcare journey with compassion and ease. Working in a call-center environment, the specialist handles inbound and outbound calls, schedules appointments, and provides information about referrals, insurance status, and eligibility. The role involves accurate data entry, coordination with clinical and other departments, and recognizing urgent or high-risk symptoms to relay to clinical staff. The position also responds to email and other non-phone inquiries and follows documented processes and HIPAA policies. The role is based at Legacy Montrose Allen Parkway in Houston, Texas, and is scheduled Monday through Friday, between 7 a.m. and 5 p.m. The specialist is expected to provide a pleasant, professional experience, manage multiple tasks simultaneously, and demonstrate empathy, problem-solving ability, and effective communication. Legacy describes its work environment as supportive, collaborative, and mission-driven, with opportunities for mentorship, growth, and personal development.

Requirements

High school graduate or equivalent.
Customer-service-oriented approach.
Pleasant, professional, articulate phone voice.
Ability to handle multiple incoming callers or patients, tasks, and responsibilities.
Strong verbal and written grammar skills.
Accurate typing, data-entry, and mouse-navigation skills.
Working knowledge of MS Windows, email, online or electronic forms, and websites.
Basic math and alphabetical or numerical filing skills may be required.
Patient scheduling experience.
Attend the workstation on time and ready to work, with minimal absenteeism.

Nice To Haves

One to two years of customer service experience is highly preferred.
Clinical office support experience is highly preferred.
Knowledge of medical terminology and/or insurance terminology is preferred.
Bilingual English/Spanish skills are strongly preferred, including the ability to read, write, interpret, and disseminate information in both languages.

Responsibilities

Manage inbound and outbound calls in a call-center environment.
Maintain a positive attitude and commitment to helping others.
Adhere to scheduled work hours and provide a pleasant experience for callers.
Schedule patient appointments according to established protocols and processes.
Discuss referrals, insurance status, and eligibility to support patient access to care.
Follow documented processes and stay current on developments in the area of expertise.
Use problem-solving skills and appropriate resources to find information.
Communicate with clinical and other departments to ensure requirements for appointments and treatments are met.
Identify high-risk or urgent symptoms and relay necessary information to clinical staff.
Accurately enter patient demographics and log calls.
Perform multiple activities simultaneously, including speaking on the phone while operating a computer.
Understand basic healthcare terms and comply with HIPAA policies.
Respond promptly to emails and other non-phone inquiries.
Use interpersonal skills to de-escalate situations and recognize verbal indicators of distress or hesitance.
Perform other duties as assigned.