Patient Experience Advocate

ARIZONA ARTHRITIS & RHEUMATOLOGY ASSOCIATES PC•Phoenix, AZ

About The Position

Arizona Arthritis & Rheumatology Associates, P.C. is seeking an ambitious, friendly, positive, and compassionate Bilingual Patient Experience Advocate to join their Patient Experience Team. The purpose of this position is to assist clinics with interpreting and communicating with Spanish-speaking patients via video conference, phone, and email, including real-time translation between the patient and care team during visits, answering incoming calls, placing outbound calls, exchanging electronic messages/email, and providing other translations for English and Spanish. Fluent Spanish-speaking and writing is required for this role. This position will prioritize answering inbound calls from patients, insurance companies, outside providers, and other callers, with priority on Spanish-speaking patients. Advocates are expected to provide an excellent patient experience from the first call and any subsequent contact attempts. This includes internal customers such as AARA Providers, Medical Assistants, Front desk staff, and Management. Advocates will answer calls from a designated Spanish phone queue as well as other queues for English-speaking patients.

Requirements

Ability to comfortable interpret between English/Spanish
1+ year of Call Center or relevant administrative experience
2+ years of Customer Service experience
Written and verbal communication skills
Interpersonal skills
Basic email/Microsoft office/computer skills

Nice To Haves

Customer service in a health care setting preferred
Basic HIPAA knowledge
2+ years call center experience, especially in a health care setting

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