Patient Support Specialist

COMPANY OVERVIEW:

Spectrum Medical Care Center is dedicated to providing best-in-class primary and specialty healthcare to LGBTQ individuals and those living with HIV/AIDS in Arizona. At Spectrum Medical, we aim to create an inclusive and stigma-free environment for everyone. We encourage patients to “feel good here” by tailoring healthcare to their unique needs. Our services include primary care, gender-affirming care, and HIV and STI testing and treatment.

POSITION OVERVIEW: Patient Support Specialist:

The Patient Support Specialist serves as the first point of contact for patients and plays a vital role in ensuring an exceptional care experience. This position supports patients through scheduling, registration, and general inquiries while coordinating with clinical and administrative teams to facilitate efficient and compassionate service.

Key Responsibilities

Patient Support Specialists are expected to:

• Answer inbound telephone calls
• Schedule appointments for new and existing patients across 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 department or staff member
• 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 processes
• Conduct outbound calls to follow up on messages, schedule appointments, or provide information
• Confirm appointments through outbound calls
• Collect co-pays, deductibles, and outstanding balances in line with established protocols
• Educate patients on financial responsibilities including costs, co-pays, deductibles, and payment options
• Gather consent forms and required documentation
• Check eligibility for services
• Ensure a smooth check-in and registration process
• Respond to patient inquiries regarding statements and covered vs. non-covered services
• Send appointment reminders and follow-ups to reduce no-show rates
• Address patient complaints and escalate unresolved issues to supervisors as needed
• Coordinate and update provider schedules, including last-minute changes or cancellations
• Clarify insurance benefits and assist with related questions
• Perform other duties as assigned by the Patient Support Supervisor and Administrator
  
  

Qualifications

Minimum Qualifications

3 years of customer service experience.

Preferred Qualifications

Minimum 2 years of healthcare customer service experience.

Experience with Electronic Health Records; eClinicalWorks preferred.

Bilingual skills (preferred but not required): Spanish/English proficiency is a plus to support our diverse patient population.

Work Experience

• Required: Minimum 2 years of healthcare customer service experience
• Experience working with LGBTQ communities, people living with HIV, or other underserved populations strongly preferred
• Knowledge of HIPAA regulations and handling of Protected Health Information (PHI)
  
  

Licenses and Certifications

• Valid Driver’s License or Identification card (required)
• Must be able to obtain an Arizona Fingerprint Clearance Card during background check process. (Required)
  
  

Required Skills, Knowledge, And Abilities

• Strong communication skills; comfortable engaging diverse groups and individuals
• Demonstrated cultural competency and commitment to reducing stigma
• Ability to work both independently and as part of a team
  
  

PERSONAL ATTRIBUTES

• Hungry – We expect everyone to strive for greatness and achievement
• Inclusive--We create and promote a work environment where EVERYONE can thrive
• Resilient – We don’t let small setbacks or major adversity stop us from achieving our goals
• Empowered – Self motivation is our secret sauce to success
  
  

DIVERSITY, EQUITY, & INCLUSION AT SPECTRUM MEDICAL CARE CENTER

At Spectrum Medical Care Center, we believe exceptional care begins with an inclusive team. We are committed to building a workplace where every individual—regardless of background, identity, or experience—feels respected, supported, and empowered to thrive.

We celebrate the diversity of our patients, staff, and communities, and we strive to create equitable opportunities for all. Our mission-driven culture values compassion, collaboration, and continuous learning—because when every voice is heard, we deliver better care and stronger outcomes.

Spectrum Medical Care Center is proud to be an Equal Opportunity Employer. We welcome candidates of all races, ethnicities, genders, ages, abilities, sexual orientations, gender identities, and lived experiences to join us in advancing health and well-being for everyone we serve.

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