New Patient Ambassador-Bilingual

Description

Bilingual Patient Ambassador 

Reports To: Practice Administrator
Department: Clinical Operations

Position Summary

Florida Urology Partners is seeking a highly professional, service-oriented Bilingual Patient Ambassador to serve as the first point of contact for patients seeking care. This role is critical to creating an exceptional patient experience and requires an individual who combines strong communication skills, attention to detail, and a commitment to excellence in healthcare service. The position is located near Gunn and the Veterans Highway near Citrus Park.  

The ideal candidate will be fluent in English and Spanish, demonstrate exceptional customer service skills, and possess the ability to manage patient scheduling and coordination with accuracy, professionalism, and compassion. This position works closely with providers, clinical teams, and practice leadership to ensure a seamless patient onboarding and scheduling experience.

Why Join Florida Urology Partners?

Florida Urology Partners is committed to attracting and retaining exceptional healthcare professionals who are dedicated to patient-centered care and operational excellence. We offer a comprehensive benefits package for eligible full-time employees, including medical, dental, vision, retirement benefits, paid time off, and a complimentary YMCA membership.

Florida Urology Partners is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

Key Responsibilities

Patient Scheduling & Access

• Serve as the primary point of contact for inbound patient calls for the Webb Road and Gunn Highway locations.
• Schedule, reschedule, and cancel appointments for new and established patients in accordance with provider schedules and practice protocols.
• Assess patient needs and appropriately route calls to clinical or administrative team members when necessary.
• Coordinate patient appointments with providers and office staff to maximize scheduling efficiency and patient satisfaction.

Patient Experience & Communication

• Deliver an exceptional patient experience through professional, courteous, and compassionate communication.
• Educate patients and caregivers regarding appointment preparation, insurance requirements, copayments, coinsurance responsibilities, and necessary documentation.
• Build trust and rapport with patients while maintaining confidentiality and compliance with HIPAA regulations.
• Serve as a knowledgeable resource for patients navigating the practice.

Care Coordination & Administrative Support

• Ensure required medical records, imaging, laboratory results, referrals, and supporting documentation are received and appropriately documented prior to appointments.
• Perform insurance verification and authorization activities as assigned by practice leadership.
• Maintain accurate and timely documentation of patient interactions within the electronic medical record.
• Collaborate closely with front desk leadership, clinical teams, and providers to resolve scheduling, authorization, and patient access issues.

Documentation & Compliance

• Document all patient communications and scheduling activities accurately within the Electronic Medical Record (EPIC).
• Maintain compliance with organizational policies, regulatory requirements, and patient privacy standards.
• Escalate scheduling concerns, authorization delays, and operational issues to the Practice Administrator or designated leadership.

Requirements

Required Education & Experience

• High school diploma or equivalent required; associate degree preferred.
• Minimum of 2 years of experience in a medical office, patient access, scheduling, call center, or healthcare customer service environment.
• Bilingual proficiency in English and Spanish required.
• Experience with Electronic Medical Records (EPIC) required
• Experience with insurance verification and authorization processes preferred.

Technical Skills

• Proficiency with Electronic Medical Records (EPIC).
• Experience using insurance verification platforms such as Availity.
• Strong working knowledge of Microsoft Office Suite, including Word, Excel, Outlook and Teams.
• Excellent computer and data-entry skills with a high degree of accuracy.

Professional Competencies

• Exceptional interpersonal, communication, and customer service skills.
• Demonstrated professionalism, maturity, and sound judgment in patient interactions.
• Strong organizational skills with the ability to prioritize and manage multiple responsibilities simultaneously.
• Detail-oriented with a commitment to accuracy and follow-through.
• Ability to work collaboratively in a fast-paced healthcare environment.
• Commitment to delivering a concierge-level patient experience.

Physical Requirements

• Ability to remain seated for extended periods during the workday.
• Ability to lift and carry up to 20 pounds as needed.

Work Environment

• Professional medical office setting.