Bilingual Patient Experience Specialist - Junction

Frontera Healthcare•Junction, TX

About The Position

The Bilingual Patient Experience Specialist serves as the first point of contact and face of the organization. The role coordinates and oversees front-office activities and team members to support compassionate, professional patient care and an effective, efficient workflow. The specialist is expected to work confidently and professionally under pressure, multitask in a fast-paced environment, and complete patient paperwork, daily reports, appointment reminder calls, and EHR filing before the end of the business day. Alternate schedules may be required to facilitate patient care. The position works under general supervision and must comply with HIPAA regulations and the Center’s policies and procedures.

Requirements

High school diploma or equivalent.
Bilingual ability.
Knowledge of the Center’s policies and procedures.
Excellent public relations and customer service skills.
Courtesy and respect toward coworkers and willingness to assist them as needed.
Organizational ability and dependability.
Good written and verbal communication skills to communicate effectively with individuals at all organizational levels.
Ability to work under general supervision.
Professional and mature demeanor.
Ability to work in a fast-paced department, handle multiple tasks and interruptions, and deal effectively with confidential information.
Ability to retain composure and react effectively in emergency situations.
Excellent telephone etiquette and interpersonal skills.
Ability to work under stressful conditions or irregular hours.
Ability to lift and/or move more than 50 pounds.
Ability to sit, walk, stand, bend, stretch, reach, and perform extensive periods of physical activity; ability to handle and lift patients.
Manual and finger dexterity and hand-eye coordination.
Ability to work with a moderate noise level and occasional exposure to communicable diseases, body fluids, toxic substances, medicinal preparations, and other conditions common to a clinic environment.
Close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Experience with MS Word and Excel.
Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification.

Responsibilities

Attend monthly Patient Experience Meetings and additional Clinic Office Coordinator training.
Assist with CPI data collection and front-desk reporting for the assigned clinic.
Coordinate, organize, and assign duties to front-desk team members to support efficient and timely work.
Establish monthly front-desk team schedules and request floaters from the Regional Supervisor as needed.
Receive call-ins and ensure front-desk coverage, coordinating with the Regional Supervisor when floaters are needed.
Orient and train new and current front-desk team members on FHN front-office policies, processes, and procedures.
Coordinate daily huddles and ensure departments meet daily to support care coordination and clarify issues.
Assist with interviews for front-desk staffing in the assigned clinic.
Maintain adequate front-office supplies and order from Central Supply as needed.
Evaluate front-office team members’ performance and conduct written performance evaluations after 90 days as needed.
Alert the Regional Supervisor to needed disciplinary action or significant unresolved issues.
Assist with disciplinary action as needed in conjunction with the Regional Supervisor and Human Resources department.
Monitor overtime exceeding four hours per pay period when no Saturday or supervisor-approved overtime was worked.
Perform all duties within HIPAA regulations.
Complete patient paperwork and daily reports, make appointment reminder calls, and file patient reports in the EHR before the end of the business day.
Perform other duties as assigned.