Patient Support Call Center Specialist

Now Hiring! Patient Support Call Center Specialist

Full-Time Position | Phoenix, AZ

Compensation: $21.00 per hour

Please note: This is a fully on-site position. Remote work is not available.

Hours:

• Monday, Tuesday, and Thursday: 7:30 AM – 4:30 PM
• Wednesday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 2:30 PM

Job Summary

The Patient Support Specialist, under the direction of the Patient Support Administrator and Patient Support Supervisor, is responsible for providing exemplary customer service and assistance to potential and existing patients, as well as community members.

What’s in It for You

• Paid Time Off.
• Medical, dental, and vision insurance.
• Retirement savings program.

What You’ll Do

• Answer inbound telephone calls.
• Schedule new and existing patient appointments for all Spectrum Medical providers in accordance with established guidelines.
• Assist patients and customers with requests for information and appointments.
• Screen calls, take messages, and route callers to the appropriate Spectrum Medical department and staff.
• Update patient demographic and insurance information in the Electronic Health Record (EHR).
• Document all patient telephone encounters in accordance with established guidelines.
• Complete new patient registration and intake.
• Conduct outbound calls to patients to provide information, follow up on messages, or schedule appointments.
• Confirm upcoming appointments through outbound calls.
• Collect patient co-pays, deductibles, and balances per established guidelines.
• Explain financial responsibilities, including costs, copays, deductibles, and payment options.
• Gather consent forms and required documentation.
• Check eligibility for services.
• Ensure smooth check-in and registration processes.
• Answer patient questions about statements and covered/non-covered services.
• Send appointment reminders and follow-ups to reduce no-show rates.
• Manage patient complaints and escalate unresolved issues to supervisors.
• Support telehealth appointments, including assisting with setup and troubleshooting technical issues.
• Update provider schedules and coordinate last-minute changes or cancellations.
• Interpret insurance benefits and assist patients with insurance-related inquiries.
• Perform all other duties as assigned by the Patient Support Supervisor and Administrator.

What You’ll Need

• 2+ years of customer service experience, preferably in the healthcare field.
• Knowledge of HIPAA regulations and Protected Health Information (PHI).
• Previous experience with Electronic Health Records (EHR); eClinicalWorks preferred.
• Experience with insurance verification and billing.
• Knowledge of medical coding and billing practices.
• Cultural competency in LGBTQIA2S+ healthcare, including the use of inclusive language, understanding gender-affirming care, and awareness of health disparities.
• Experience in sexual health and HIV prevention services, including familiarity with PrEP, PEP, Doxy PEP, STI testing, and patient education.
• Bilingual skills preferred (Spanish/English) to enhance accessibility for diverse patient populations.

Who We Are: Spectrum Medical is a non-profit organization dedicated to providing holistic, stigma-free healthcare in a safe and inclusive environment. We prioritize equality, compassionate care, and innovative practices to serve the LGBTQIA2S+ community and allies. We proudly offer statewide healthcare services, including HIV and STI testing, PrEP, PEP, DoxyPEP, and sexual health education—designed to empower individuals to take control of their health with confidence.

Visit our website at https://spectrummedicalcare.org/