[Hiring] Patient Experience Advocate @ARIZONA ARTHRITIS & RHEUMATOLOGY ASSOCIATES PC

Role Description

We are seeking an ambitious, friendly, positive, and compassionate Bilingual Patient Experience Advocate to join our Patient Experience Team. The purpose of this position is to assist the 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.

• Answer incoming calls, placing outbound calls, and exchanging electronic messages/email.
• Provide translations for English and Spanish.
• Prioritize answering inbound calls, especially from Spanish-speaking patients.
• Provide an excellent patient experience from the first call and any other contact attempts.
• Complete additional tasks as assigned by Patient Experience Manager, Supervisor, and Team Lead.
• Answer calls from a designated Spanish phone queue as well as other queues for English-speaking patients.

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 judgment, especially with upset callers.
• Act as a liaison between the patient and their Care Team in the clinic.
• Schedule patients for Provider, lab, X-ray, and DEXA appointments.
• Assist patients with general practice information such as directions, appointment confirmations, etc.
• Assist patients 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 messages, 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.

Qualifications

• Ability to comfortably 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.

Requirements

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