Patient Support Center Representative

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with an expertise in serving LGBTQIA+ people and those impacted by HIV. THA's programs include Kind Clinic, Waterloo Counseling Center, and TeleKind (telemedicine services). Read more about THA here: http://texashealthaction.org.

THA is seeking a Patient Support Center Representative to answer phones for multiple clinic locations and handle all of the day-to-day administrative tasks required to keep a clinic running smoothly. This person will attend to patients on the phone, coordinate and organize appointments, and document interactions to facilitate the smooth running of the healthcare environment and delivery of high-quality patient care. This is a full-time, non-exempt position requiring 40 hours a week. This job offers a flexible schedule and up to 60% remote work (Must live in the Austin or San Antonio Metro as in office training days are as needed.)

What you would do:

• Answer calls in the Patient Support Center as needed to respond to inquiries made by patients, vendors, insurance companies and other medical facilities
• Schedule/reschedule patient appointments per stated guidelines
• Accurately register patients in electronic health record according to established protocols
• Set appropriate expectations to patient regarding the patient visit
• Maintain and manage patient records
• Conduct all patient interactions in a manner that is patient-centered and reflective of THA/Kind Clinic values
• Safeguard patient privacy and confidentiality
• Assist Patient Support Center leadership in creating processes and systems that facilitate optimal Patient Support Center flow
• Assist other members of the Patient Support Center as needed
• Must consistently meet Key Performance Indicators (KPIs) as established by the organization for the department
• Perform other duties as assigned

How you describe your skills:

• Listening is one of your key strengths. You are also able to manage highly confidential information and situations with the utmost discretion
• You are the model of the organization’s values and people can readily point to you as an example of how to ‘be’
• You “love” what you do
• You like to plan, but you are ok with plans changing and can effectively help others manage change

• Excellent verbal and written communication skills
• You consistently meet or beat deadlines in a fast-paced, quickly changing environment
• You are able to organize daily workload by priorities
• You are adaptable and able to manage change
• Ability to perform physical tasks related to office administration (such as seeing, sitting, typing, standing, walking, turning, reaching, bending, stooping, and turning during the course of the day)

• You have great attention to detail while able to see the bigger picture
• You have a passion and connection to the communities we serve

• You understand when it is prudent to seek outside expertise
• Your friends describe your personality as “positively contagious”
• You balance People and Process
• You value great benefits and a mission driven work culture

Compensation: Based on job duties and requirements, this position is placed in salary band 38 with an hourly pay range of $17.00 to $18.50. Initial placement within this range will be based on the hired candidate's qualifications and relevant work experience.

Applicant Information:

• Submitting official transcripts, diplomas, certifications, and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.
• The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Requirements

Your previous work life and education must include:

• High School Diploma
• 1 year experience in a medical setting & or call center experience
• Knowledge of medical terminology, procedures and diagnosis
• Knowledge of computer and relevant software applications
• Knowledge of general administrative and clerical procedures

Your previous work life and education would ideally include:

• Bilingual in English and Spanish
• Prior experience in a non-profit organization
• Prior experience working with historically underserved populations
• Working knowledge of HIPAA regulations

• Working knowledge of Athena electronic medical record
• Working knowledge of healthcare insurance preferred
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Disability (Short Term & Long Term)
• Training & Development