HybridMust be in the Austin metro area and commute to clinics as needed.
Medical, Clinical & VeterinaryClinical Support & Patient Administration
About the job
Requirements
A high school diploma is required.
At least one year of experience in a medical setting or call center is required.
Knowledge of medical terminology, procedures, and diagnoses is required.
Knowledge of computers and relevant software applications is required.
Knowledge of general administrative and clerical procedures is required.
Bilingual ability in English and Spanish is required.
Basic personal computer skills using Windows and Microsoft Outlook, Word, and Excel are required.
The ability to maintain confidentiality under HIPAA standards is required.
The ability to interact with people of diverse roles, backgrounds, cultures, and socioeconomic classes, including people in crisis or resistant to organizations, is required.
The ability to prioritize, schedule, and complete work effectively while meeting policies and deadlines is required.
The ability to work on multiple tasks simultaneously and meet deadlines is required.
The ability to work productively with other departments and employees, and with professionals from partner organizations, is required.
The ability to work forty hours per week, with some weekends potentially required, is required.
The ability to manage conflict and negotiate mutually beneficial solutions is required.
Strong multitasking, prioritization, and time management skills are required.
Follow-through on tasks and assignments is required.
The ability to supervise and secure the cooperation of staff is required.
An active Basic Life Support certification is required, or must be obtained before the hire date.
The physical abilities described in the posting are required, with or without reasonable accommodations, including standing, walking, lifting and moving objects, performing repetitive hand motions, communicating and hearing effectively, and completing administrative and clerical tasks.
Responsibilities
Conduct incoming and outgoing calls to respond to inquiries from patients, vendors, insurance companies, and other medical facilities.
Schedule and reschedule patient appointments according to stated guidelines.
Register patients accurately in the electronic health record according to established protocols.
Set appropriate expectations with patients regarding their visits.
Maintain and manage patient records with minimal errors.
Conduct patient interactions in a patient-centered manner that reflects THA and Kind Clinic values and supports patient satisfaction.
Safeguard patient privacy and confidentiality.
Meet or exceed organization-defined metrics for calls and patient interactions.
Resolve patient complaints and escalate them to leadership support within the appropriate timeframe.
Participate in the department’s and organization’s quality-improvement culture and activities.
Travel to clinics to provide reception coverage, including greeting patients, scheduling appointments, maintaining a clean reception area, checking patients in and out, and performing related duties as needed.
Report qualifying travel expenses and mileage according to applicable rules and policies.
Assist Patient Support Center leadership in creating processes and systems that support efficient Patient Support Center operations.
Assist other Patient Support Center members and clinic reception staff as needed.
Perform other duties as assigned.
Desired Qualifications
Prior experience in a nonprofit organization is preferred.
Prior experience working with historically underserved populations is preferred.
Working knowledge of HIPAA regulations is preferred.
Working knowledge of the Athena electronic medical record is preferred.
Working knowledge of healthcare insurance is preferred.
Two or more years of experience working with diverse populations, including LGBTQ+ and other marginalized populations, is preferred.
Additional language abilities are desirable.
Bilingual Patient Support Center Representative
Texas Health Action · Austin, United States (Hybrid) · Full-time · Posted 2026-09-23
Salary: USD 44,179–44,179
Workplace: hybrid
Department: Kind Clinic Patient Support Services
Description
Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: http://texashealthaction.org.
THA is seeking a Bilingual Patient Support Center Representative to answer phones for multiple clinic locations and handles all day-to-day administrative tasks required to keep the clinics running smoothly. This person’s primary responsibility is to attend to patients on the phone, coordinates and organizes appointments, and document interactions to facilitate the smooth running of the in-clinic healthcare environment and delivery of high-quality patient care. This position will support the call center primarily but will also be working in clinic and assisting with front desk in-clinic coverage, based on staffing. Candidates must be in the Austin Metro area and have the ability to commute to clinic as needed.
What you would do:
Conduct incoming and outgoing calls as needed to respond to inquiries made by patients, vendors, insurance companies and other medical facilities
Schedule/reschedule patient appointments per stated guidelines
Accurately register patients in electronic health record according to established protocols
Set appropriate expectations to patients regarding the patient visit
Maintain and manage patient records with minimal errors
Conduct all patient interactions in a manner that is patient-centered, reflective of THA/Kind Clinic values, and ensures highest level of patient satisfaction
Safeguard patient privacy and confidentiality
Continuously meet or exceed organization defined metrics regarding call/patient interactions
Resolve patient complaints and escalate to additional leadership support as needed, and within appropriate timeframe
Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities
Travel to and from Clinic to provide reception coverage: greeting patients, scheduling appointments, maintaining clean reception area, and checking patients in and out for appointments, as well as other related duties when needed.
Report all qualified travel expenses and mileage in accordance with applicable rules and policies
Assist Patient Support Center leadership in creating processes and systems that facilitate optimal Patient Support Center flow
Assist other members of the Patient Support Center and clinic reception as needed
Perform other duties as assigned
Compensation
Based on the position’s duties and requirements, this role has a starting hourly rate of $21.63. The initial hourly rate will be determined by the selected candidate’s qualifications and relevant experience.
Requirements
Your previous work life and education must include:
High School Diploma
1 year experience in a medical setting & or call center experience
Knowledge of medical terminology, procedures and diagnosis
Knowledge of computer and relevant software applications
Knowledge of general administrative and clerical procedures
Bilingual in English and Spanish
Your previous work life and education would ideally include:
Prior experience in a non-profit organization
Prior experience working with historically underserved populations
Working knowledge of HIPAA regulations
Working knowledge of Athena electronic medical record
Working knowledge of healthcare insurance preferred
2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations
Active Basic Life Support (BLS) certification required or must be obtained before hire date.
Knowledge Skills and Abilities
Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word, and Excel.
Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups.
Well-developed verbal and written communication skills in English; Additional language abilities desirable.
Ability to work well under pressure with minimal supervision.
Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crises or resistant or negative toward organizations.
Ability to apply time management practices to prioritize, schedule and complete work effectively to comply with mandated policies and deadlines.
Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities.
Must be able to work productively with other departments and employees.
Ability to work with professionals from various partners and organizations.
Usually works forty (40) hours per week, some weekends may be required.
Ability to successfully manage conflict, negotiating “win-win” solutions.
Must be able to multi-task, prioritize with strong time management skills.
Exceptional follow-through on tasks and assignments
Must possess leadership qualities and be able to supervise and secure the cooperation of staff
Physical Requirements/Environmental Conditions
Perform the following with or without reasonable accommodations:
Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips.
Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.
Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.
Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects.
Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze.
Must be able to work and concentrate amidst distractions such as noise, conversation, and foot traffic; ability to handle interruptions often and be able to move from one task to another.
While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (403b)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Holidays)
Short-Term & Long-Term Disability
Training & Development
Parental Leave
Longevity Pay
Applicant Information:
Submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.
The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.
EEO Statement: Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Beware of Employment Scams
Kind Clinic and Texas Health Action are aware of fraudulent job offers and recruitment scams that falsely claim to represent our organization.
Please note:
We will never ask for payment, gift cards, or financial information as part of the hiring process.
Legitimate communications from our recruitment team will come from an official @texashealthaction.org email address (or other verified organizational channels).
Interviews are not conducted through text message or chat apps.
Any employment offer will follow a formal interview process.
If you receive a suspicious message claiming to represent Kind Clinic or Texas Health Action, do not provide personal or financial information. If you are unsure whether a communication is legitimate, please contact us at [email protected] before responding.