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Patient Access Concierge – Spanish/English Bilingual

Job Description:

  • Collect, verify, and maintain patient demographic, insurance, and clinical information
  • Review patient accounts for completeness and resolve registration discrepancies before scheduled services
  • Ensure required documentation is complete and accurately recorded
  • Verify insurance eligibility, benefits, referrals, and authorization requirements across various payer types
  • Obtain, monitor, and document prior authorizations and referrals
  • Investigate and independently resolve complex insurance eligibility, authorization, and coverage issues
  • Communicate authorization requirements, financial responsibility, and coverage concerns to patients, providers, and internal stakeholders
  • Communicate fluently in Spanish and English with patients, families, and providers by phone and in writing
  • Explain insurance eligibility, prior authorization requirements, financial responsibility, and appointment instructions in Spanish
  • Document Spanish-language interactions in English within the EMR and other assigned systems
  • Recognize when qualified medical interpreters are needed and follow language access procedures
  • Serve as a Spanish-language resource for team members and help improve experiences for patients with limited English proficiency
  • Schedule, reschedule, and coordinate appointments according to client and provider guidelines
  • Handle escalated patient, provider, and client inquiries
  • Resolve complex scheduling and patient access issues while delivering exceptional customer service
  • Build collaborative relationships with provider offices, insurance carriers, and internal departments
  • Maintain complete, accurate, and timely documentation across assigned systems
  • Ensure compliance with HIPAA, client requirements, payer guidelines, and organizational policies
  • Identify documentation or workflow issues and take corrective action
  • Meet and exceed productivity, quality, attendance, service, and other team metrics
  • Assist with onboarding and training new team members by sharing knowledge and best practices
  • Identify workflow inefficiencies and recommend process improvements
  • Adapt to changing payer requirements, client expectations, and operational priorities
  • Participate in departmental meetings, quality initiatives, and continuous improvement efforts
  • Perform other duties as assigned

Requirements:

  • High school diploma or GED required
  • Fluency in spoken and written Spanish and English required; a language proficiency assessment is part of the hiring process
  • One to four years of Patient Access, Medical Scheduling, Registration, or related healthcare experience required
  • Demonstrated ability to independently verify insurance eligibility, obtain prior authorizations, and manage appointment scheduling
  • Experience resolving moderately complex insurance, authorization, or patient access issues with minimal guidance
  • Ability to explain healthcare and insurance terms in Spanish, such as deductible, copay, prior authorization, Medicaid, and Medicare
  • Working knowledge of commercial insurance, Medicare, Medicaid, and managed care plans
  • Experience using electronic medical record (EMR) systems such as Epic or Cerner preferred
  • Familiarity with Spanish medical terminology preferred
  • Cultural awareness and sensitivity when serving diverse patient populations, including familiarity with regional variations in Spanish
  • Excellent customer service, communication, organizational, and problem-solving skills
  • Proficiency with Microsoft Office and web-based healthcare applications
  • Ability to manage multiple priorities while maintaining a high level of accuracy and professionalism
  • Ability to work independently in a remote environment with limited day-to-day oversight
  • Reliable high-speed internet and a private, quiet, and focused workspace that protects patient confidentiality
  • Occasional overtime may be required based on business needs

Benefits:

  • Employer sponsored Medical, Dental & Vision
  • HSA Employer Contributions
  • Employer Paid Life Insurance
  • Short-term and Long-term Disability Insurance Plans
  • AD&D Insurance Plans
  • Flexible Time Off Plan
  • Paid Holidays
  • Employee Referral Bonus
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