Patient Access Concierge – Spanish/English Bilingual

This is a fully remote position, open to applicants in United States.

📋 Description

• Gather, validate, and maintain patient demographic, insurance, and clinical details.

• Review patient accounts to ensure completeness and address registration discrepancies prior to scheduled services.

• Confirm that all necessary documentation is complete and accurately recorded.

• Verify insurance eligibility, benefits, referrals, and authorization requirements across multiple payer types.

• Acquire, monitor, and document prior authorizations and referrals.

• Investigate and independently resolve complex insurance eligibility, authorization, and coverage challenges.

• Convey authorization requirements, financial responsibilities, and coverage concerns to patients, providers, and internal stakeholders.

• Communicate fluently in both Spanish and English with patients, families, and providers via phone and written correspondence.

• Explain insurance eligibility, prior authorization requirements, financial responsibilities, and appointment instructions in Spanish.

• Record Spanish-language interactions in English within the EMR and other designated systems.

• Identify when qualified medical interpreters are necessary and adhere to language access protocols.

• Act as a Spanish-language resource for team members and enhance the experience for patients with limited English proficiency.

• Schedule, reschedule, and coordinate appointments in accordance with client and provider guidelines.

• Address escalated inquiries from patients, providers, and clients.

• Resolve intricate scheduling and patient access challenges while providing outstanding customer service.

• Cultivate collaborative relationships with provider offices, insurance companies, and internal departments.

• Maintain thorough, accurate, and timely documentation across assigned systems.

• Ensure compliance with HIPAA regulations, client standards, payer guidelines, and organizational policies.

• Identify documentation or workflow challenges and implement corrective measures.

• Achieve and surpass productivity, quality, attendance, service, and other team performance metrics.

• Assist in onboarding and training new team members by sharing knowledge and best practices.

• Recognize workflow inefficiencies and propose process enhancements.

• Adapt to evolving payer requirements, client expectations, and operational priorities.

• Engage in departmental meetings, quality initiatives, and continuous improvement initiatives.

• Carry out other duties as assigned.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Proficiency in spoken and written Spanish and English is essential; a language proficiency assessment will be included in the hiring process.

• One to four years of experience in Patient Access, Medical Scheduling, Registration, or related healthcare roles is required.

• Proven ability to independently verify insurance eligibility, secure prior authorizations, and manage appointment scheduling.

• Experience in resolving moderately complex insurance, authorization, or patient access issues with minimal guidance.

• Capability to explain healthcare and insurance terminology in Spanish, including deductible, copay, prior authorization, Medicaid, and Medicare.

• Working knowledge of commercial insurance, Medicare, Medicaid, and managed care plans.

• Experience with electronic medical record (EMR) systems such as Epic or Cerner is preferred.

• Familiarity with Spanish medical terminology is a plus.

• Cultural awareness and sensitivity when serving diverse patient populations, including an understanding of regional variations in Spanish.

• Exceptional customer service, communication, organizational, and problem-solving abilities.

• Proficiency in Microsoft Office and web-based healthcare applications.

• Ability to manage multiple priorities while maintaining high accuracy and professionalism.

• Capability to work independently in a remote setting with limited day-to-day supervision.

• Reliable high-speed internet and a private, quiet workspace that ensures patient confidentiality.

• Occasional overtime may be necessary depending on business requirements.

🏝️ Benefits

• Employer-sponsored Medical, Dental & Vision coverage.

• 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.