Bilingual Patient Access Specialist I (Contact Center) - Job Overview

Legacy Community Health•Houston, TX

3d•Onsite

About The Position

Welcome to a place where your voice is the guiding light for our patients' healthcare journeys. At Legacy Community Health, we cherish the opportunity to make a meaningful impact on community healthcare, one call at a time. As a Bilingual Patient Access Specialist I, you will be the friendly voice that helps patients navigate their healthcare journey with ease and compassion. Be the first point of contact: You'll be the welcoming voice scheduling appointments and providing crucial information to our patients. Supportive Environment: Work in a nurturing and collaborative space where your contributions truly make a difference. Work-Life Balance: Enjoy a role that offers harmony between professional responsibilities and personal fulfillment. Team Growth: Become part of a team that values mentorship, growth, and personal development. Mission-Driven: Contribute to Legacy's mission of delivering high-quality healthcare services with empathy and respect.

Requirements

High school graduate or equivalent required.
1-2 years customer service experience highly preferred.
Clinical office support experience highly preferred.
Customer service oriented.
Pleasant, professional, and articulate phone voice.
Ability to handle multiple incoming callers/patients, tasks and responsibilities.
Strong verbal and written grammar skills.
Accurate keyboard typing, data-entry, and mouse navigation skills.
Working computer knowledge of MS Windows, Email, Online/Electronic forms, and websites.
Basic knowledge such as math, alphabetical or numerical filing may also be required.
Patient scheduling experience.
Attends to workstation on time, ready to work, with minimal absenteeism.
Knowledge of medical terminology and/or insurance terminology preferred.
Bilingual English/Spanish strongly preferred with the ability to read, write, interpret and disseminate information in both languages.

Responsibilities

Manage inbound and outbound calls in a call-center environment, serving as the voice of Legacy.
Maintain a positive attitude and demonstrate a commitment to helping others.
Adhere to scheduled work hours and ensure a pleasant experience for all callers.
Schedule patient appointments following established protocols and processes.
Discuss referrals, insurance status, and eligibility to ensure appropriate patient access to care.
Follow documented processes and keep updated on current developments within your area of expertise.
Display excellent problem-solving skills and utilize appropriate resources for information.
Communicate effectively with clinical and other departments to ensure all requirements for patient appointments and treatments are met.
Identify high-risk or urgent symptoms and relay necessary information to clinical staff.
Accurately complete required data entry including patient demographics and call logging.
Perform multiple activities simultaneously, such as speaking on the phone while operating a computer.
Understand basic healthcare industry terms and comply with HIPAA policies.
Respond to emails and other non-phone inquiries promptly.
Apply excellent interpersonal skills to de-escalate situations and interpret subtle verbal indicators of distress or hesitance.
Perform other duties as assigned.