Bilingual Patient Access Representative
New
C
Clinical Health Network for Transformation (CHN)Healthcare access
100% fully remote in the U.S., Eastern TimeFull-TimeEntry
Salary18 - 26.5 USD per hour
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Job Details
- Languages
- Secondary Language Proficiency (Spanish); English language proficiency
- Experience
- One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience (preferred)
- Required Skills
- Active listening
Requirements
- High school diploma or equivalent experience.
- Spanish language proficiency.
- English language proficiency.
- Strong phone and verbal communication skills and active listening.
- Customer focus and adaptability to different personality types.
- Ability to multitask, set priorities, and manage time effectively.
- Ability to work a flexible schedule.
- Dedication to Planned Parenthood’s mission, vision, and values.
- One year of experience in a contact center, pre-access, patient access, admissions, a hospital business office, a physician practice office, or equivalent customer service experience is preferred.
- Familiarity with call center systems and practices is preferred.
- An associate degree or equivalent experience is preferred.
- Available to work full-time, 37.5 hours per week, Monday through Saturday between 8 AM and 7 PM Eastern Time, with additional hours as needed.
- Must have a dedicated workspace conducive to maintaining HIPAA compliance and confidentiality.
Responsibilities
- Handle a high volume of patient inquiries by phone and other contact channels in Spanish or English.
- Register new patients in the EHR system and enter or update insurance information.
- Book, cancel, and reschedule reproductive healthcare appointments, including abortion services.
- Help patients identify an appropriate provider and appointment.
- Screen patients for financial support using real-time eligibility and escalate complex questions.
- Provide pre-visit instructions, relay patient communications to providers, and transfer calls to nurse advice staff when needed.
- Notify patients when visits are canceled or rescheduled and communicate negative or abnormal STI results, excluding HIV, according to protocols.
- Follow HIPAA guidelines, department workflows, scripts, and greetings.
- Track activities using the phone system and meet patient experience, quality, productivity, and other performance goals.
- Participate in training and quality assurance, support and mentor colleagues, and contribute to special projects.
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