Patient Support Specialist

Spectrum Medical Care Center • Phoenix, AZ

4d • $22 - $26

About The Position

The Patient Services Specialist (PSS) is the first point of contact for patients and the primary driver of the patient experience at Spectrum Medical. This role is central to helping patients access care, remove barriers, and feel supported throughout their healthcare journey. Operating in a “One Call” model, the PSS serves as a complete resource for patients — handling scheduling, registration, eligibility verification, insurance questions, and financial education in a single interaction wherever possible. This role is designed to convert inquiries into appointments, reduce patient friction, and help patients feel confident, informed, and supported in accessing care. PSSs build trusted patient relationships that lead to long-term engagement in care.

Requirements

• High school diploma or equivalent.
• Ability to work evenings and weekends as required.
• Strong communication skills; comfortable engaging diverse groups and individuals.
• Understanding of basic STI and HIV terminology and sexual health language.
• Demonstrated cultural competency and commitment to reducing stigma.
• Strong communication skills, cultural competence and a non-judgmental attitude, treating all patients with respect and dignity, regardless of background or identity.
• Able to comply with HIPAA Regulations and maintain patient confidentiality.
• Valid Driver’s License.
• Must be able to obtain an Arizona Fingerprint Clearance Card during background check process.

Nice To Haves

• Previous experience in a similar role; Primary Care experience preferred.
• Experience with EMR programs.
• Experience working with LGBTQ+ communities, people living with HIV, or other underserved populations strongly preferred.
• Bilingual (Spanish/English) preferred but not required.

Responsibilities

• Building trust and rapport with prospective patients by delivering a welcoming, judgment-free experience that reflects Spectrum Medical’s mission and values.
• Converting qualified leads into scheduled appointments and ensuring those appointments are completed.
• Receiving and promptly engaging qualified leads provided through internal referral sources, outreach programs, and partner channels.
• Contacting leads in a timely manner to establish rapport, assess patient needs, and convert the inquiry into a scheduled appointment.
• Advocating for patients by identifying solutions that improve access to care and reduce barriers to scheduling and attending appointments.
• Conducting follow-up outreach with unscheduled or non-responsive leads to maximize conversion.
• Monitoring scheduled appointments through to completion — conducting pre-appointment confirmation calls and post-no-show recovery outreach to reschedule missed visits.
• Tracking and reporting on lead status, conversion activity, and appointment outcomes in the EHR and any designated tracking tools.
• Collaborating with the Patient Support Supervisor to identify conversion barriers and implement improvements.
• Fostering positive patient relationships that support long-term engagement with Spectrum Medical services.
• Answering inbound calls and managing patient interactions from start to finish, functioning as a true one-stop resource for scheduling, insurance questions, portal assistance, and billing inquiries.
• Scheduling appointments for new and existing patients across all Spectrum Medical providers in accordance with established guidelines.
• Conducting outbound calls as needed to follow up on messages, schedule appointments, and re-engage patients who have missed visits.
• Sending appointment reminders and follow-ups to reduce no-show rates.
• Coordinating and updating provider schedules, including last-minute changes or cancellations.
• Completing new patient registration and intake processes end-to-end during the initial contact.
• Updating patient demographic and insurance information in the Electronic Health Record (EHR).
• Checking eligibility for services and interpreting and communicating benefit information clearly to patients.
• Responding to patient inquiries regarding statements and covered vs. non-covered services.
• Clarifying insurance benefits and assisting with related questions.
• Educating patients on financial responsibilities including costs, co-pays, deductibles, and payment options.
• Collecting co-pays, deductibles, and outstanding balances in line with established protocols.
• Documenting all patient telephone encounters in accordance with established guidelines.
• Gathering consent forms and required documentation, ensuring they are completed accurately.
• Addressing patient complaints and escalating unresolved issues to supervisors as needed.
• Performing other duties as assigned by the Patient Support Supervisor and Administrator.
• Delivering a welcoming, personalized, and stigma-free experience in every patient interaction.
• Communicating with empathy, professionalism, and urgency.
• Helping patients feel comfortable navigating sensitive healthcare topics.
• Representing Spectrum Medical’s mission and values in all communications.
• Participating in ongoing billing and insurance training.
• Participating in periodic group training sessions.
• Engaging in customer service coursework focused on de-escalation techniques, navigating uncomfortable or sensitive conversations, call control and pacing, and managing difficult patient interactions professionally and confidently.

Benefits

• Comprehensive medical, dental, and vision insurance, eligible on the first day of the month following your start date.
• Company-Paid Life Insurance Policy of $50,000.
• Company Paid Parental Leave
• Additional optional benefits such as: Voluntary Life/AD&D, Accident, Cancer Protection, Hospital, and Short-Term Disability Insurance.
• 403(b) Plan with a 3% company match, eligible after first pay period.
• 120 hours of Vacation time, 4.62 hours accrued bi-weekly starting date of hire. Available to use after the first day of employment.
• 1 week, 40 hours of Paid Sick Leave accrued bi-weekly starting date of hire. Available to use after the first day of employment.
• 9 annual paid holidays.
• Carry over 80 hours of PTO into the following calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED