Temporary Position: Bilingual Patient Support Call Center Representative

Entry Level Full time Hourly: $18 - $23

Summary of Position:

NOVEMBER 1, 2022 – FEBRUARY 28, 2023
Bilingual Spanish Speaking Required

The Patient Support Center Representative will communicate with high risk disproportionately impacted patients to inform them of the Health Care Now Program. This program launched in January 2022 to mitigate the impact of changes to the primary charitable program serving uninsured individuals at high risk for HIV and other communicable diseases, including COVID-19. The program is time intensive and requires ongoing support throughout the years as patients become habituated to accessing/navigating the very complex health insurance industry.

Duties and Responsibilities
• Adheres to HELP Center policies/procedures
• Provide outreach, education and enrollment assistance to targeted patient population
• Attend and assist with community information meetings about the Healthcare Now Program and enrollment process
• Communicate with target patient population for Healthcare Now Program
• Work patient call lists provided by Insurance Program Coordinator
• Assist eligible patients with insurance enrollment process
• Participate in any required meetings and webinars
• Other duties as assigned
• Weekends and evening work maybe required on occasion

Required Education and Experience
• High School Diploma or equivalent
• Bilingual Spanish

Preferred Education and Experience
• 2-Year Experience in customer service
• Experience with Market Place insurance programs
• Working knowledge of HIPAA regulations
• Working knowledge of healthcare insurance preferred
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other underserved populations

Required Licensure/Certification/Specialized Training
• None

Preferred Licensure/Certification/Specialized Training
• Multi line phone systems

Knowledge, Skills and Abilities
• Customer service oriented
• Focus on patient centered care
• Highly organized
• Ability to communicate effectively orally
• Ability to establish and maintain effective working relationships

Physical Requirements
• Prolonged standing, sitting, walking, reading, writing, talking, use of computer
• Hearing ability for verbal communication via telephone systems, and person-to-person
• Clear concise speaking ability to provide information and instruction
• Visual acuity to read information from computer screens, forms and other printed material and information
• Manual and tactile dexterity for use of computer keyboard/typing, writing, handling/sorting objects and forms
• Flexibility and body movement for bending, crouching, walking, kneeling, standing, reaching, lifting and moving objects and equipment (approximately 25 lbs or more with assistance), sitting.
• Able to meet physical demands of the job with assistive or adaptive devices or reasonable accommodations

Work Environment
• Work is indoors and is subject to schedule changes and/or variable work hours
• Local travel to duties may be performed at multiple sites
• Exposure to environmental temperature changes, air/blood borne pathogens such as HIV, Hep B, TB, CoVID-19, and other contagious diseases
• Environment can be noisy, and can involve frequent interruptions and distractions
• Duties subject to stressful pressures and deadlines
• Wearing of a uniform or a specific style/type of clothing and jewelry/accessories limitations or restriction may be required.

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