Patient Relations Specialist - Bilingual

About the role

Epiphany Dermatology, headquartered in Austin, TX, is on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S. Since 2015, the company has grown from a single site to nearly 100 dermatological clinics nationwide. This Patient Relations Specialist position is based onsite at the Headquarters office in Austin, TX, and is instrumental in providing support functions in a call center environment critical to delivering a welcoming experience for all patients. The role handles appointment scheduling, patient billing support, and communication between patients, insurers, and clinics.

Responsibilities

• Provide excellent customer service by answering phones in a timely, positive, courteous, and welcoming manner
• Manage incoming phone calls, emails, messages, and referrals to completion and in a timely fashion
• Provide exceptional customer service even during trying situations
• Perform appointing functions with accuracy and per patient or provider request, such as scheduling appointments, managing cancellations, re-schedules, visit cycles, and wait lists
• Identify a patient's age-specific information or communication needs prior to visit
• Resolve problems in a timely fashion
• Document unresolved issues voiced by patients and refer to the appropriate party for resolution
• Maintain thorough and detailed knowledge of insurance, self-pay billing, follow-up guidelines, and regulations for third-party vendors
• Support billing department and call center, as needed, and in areas that do not create internal control conflict
• Maintain current knowledge of business office processes, especially in payment posting and charge review
• Cross-train in reception / front office duties
• Assist other employees when time allows, including traveling to other locations as needed to provide reception coverage
• Other duties as assigned

Qualifications

• High school diploma or general education degree (GED)
• One to three (1–3) years' experience performing high-volume phone customer service in a fast-paced environment
• Excellent data entry skills required
• Previous experience in administrative medical offices highly preferred
• Experience with ModMed (EMA) is a plus
• Bilingual in English and Spanish preferred

Skills

• Strong interpersonal, verbal, and written communication skills
• Proficiency with Microsoft Office Suite
• Ability to work with an Electronic Health Record and other related E-Systems
• Detail-oriented and able to handle multiple tasks, following through to completion
• Compliant with attendance expectations of assigned shifts/hours of work/meal breaks such that coverage is maintained

Work Environment & Physical Requirements

Normal work schedule is onsite at the HQ office in Austin, TX. Administrative office may have minimum visits to medical offices with possible exposure to procedure/exam room and laboratory environments, including exposure to communicable diseases, bloodborne pathogens, biohazards, or toxic substances. Daily activities may include standing, walking, sitting, bending, and lifting items up to 30 lbs.

Benefits

• Medical, life insurance, short-term disability coverage, and mental health services at no cost for eligible employees
• Vision, dental, and supplemental insurance options
• 401(k) with company matching
• Employee discounts
• HSA and FSA/dependent care
• Tuition assistance
• Certification reimbursement
• Generous time off plans
• Free skin care products