[Remote] Bilingual Patient Access Representative

Note: The job is a remote job and is open to candidates in USA. Clinical Health Network for Transformation (CHN) is committed to advancing health equity and providing high-quality, affordable care. They are seeking a Bilingual Patient Access Representative who will assist patients by fielding inquiries, scheduling appointments, and ensuring a seamless experience in both English and Spanish. The role requires exceptional customer service and collaboration with team members to meet performance standards.

Responsibilities

• Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
• Answer incoming calls professionally and seek to assist the patient however possible
• Maintain a positive, welcoming attitude in all patient interactions
• Offer prompt assistance to patients for a variety of services, including the following: Registering new patients into the EHR system; Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services; Inputting and updating insurance information; Relaying patient communications to provider; Providing patients with pre-visit instructions as needed; and Transferring calls to appropriate nurse advice staff when necessary
• Assist patients with identifying a provider and appointment that is appropriate for their care
• Use EHR systems effectively to guide the patient’s care
• Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
• Contact patients to notify when visits are canceled or rescheduled
• Inform patients about negative or abnormal STI results (excluding HIV) per strict protocols
• Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
• Provide training, support, and mentoring to colleagues
• Work with supervisors to achieve the established performance metric standards
• Use the phone system to track activities
• Participate in ongoing training and quality assurance exercises
• Adhere to all established workflows, scripting, and department greetings
• Meet performance goals for patient experience, quality, productivity and all performance metrics
• Participate in special projects and performs other duties as assigned
• Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Work and build trust across cultural differences

Skills

• High school diploma or equivalent experience
• Secondary Language Proficiency (Spanish)
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• Ability to work a flexible work schedule
• English language proficiency
• Demonstrated dedication to Planned Parenthood's mission, vision, and values
• 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
• Familiarity with call center systems and practices
• Associate degree, or equivalent experience

Benefits

• Health Care Coverage (Medical, Dental, & Vision); eligibility for full-time, regular employees on date of hire
• Flexible Spending Accounts and Health Savings Account
• Short-Term Disability and Basic Life & AD&D Insurance provided by CHN
• Voluntary elections for Long Term Disability and Additional Life & AD&D Insurance available at cost
• Employee Assistance Program
• Retirement Plan, 3% employer match after one year of service
• Paid Time Off Program includes accrual-based PTO, Health Time Off (HTO), and nine (9) paid Holidays

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