Role Description This is a phone-focused and administrative role for someone who is calm, compassionate, organized, and confident communicating in both English and Spanish. You will help new and existing patients feel supported while coordinating intake, scheduling, insurance, specialized treatment requests, and general office workflows. Because this role supports mental health patients, strong emotional awareness, patience, accuracy, and professionalism are essential. Key Responsibilities - Patient Intake and Scheduling - Answer inbound calls professionally and compassionately. - Contact new patient leads promptly and help move qualified inquiries toward a scheduled appointment. - Gather and document patient, insurance, referral, and intake information. - Schedule and reschedule appointments using PracticeQ and Google Calendar. - Manage weekly meetings, including billing reviews, Psycle patient updates, and office meetings. - Update lead statuses and scheduling outcomes accurately. - Maintain professional communication with patients and family representatives. - Patient Screening and Care Coordination - Screen patients for TMS and Spravato services based on the practice's established process. - Collect required information and communicate next steps clearly. - Coordinate Psycle-referred patients and maintain accurate status updates. - Submit and track MRI requests. - Follow up on pending patient requirements and escalate concerns when needed. - Insurance and Authorization Support - Verify insurance coverage, eligibility, copays, deductibles, coinsurance, and estimated patient responsibility. - Use insurance websites and payer portals to obtain benefit information. - Assist with SCA, LOA, and prior authorization requests. - Support Spravato authorization and insurance-related workflows. - Document verification and authorization results accurately in the appropriate system. - Billing and Office Support - Assist with EOB checks and weekly claims reviews. - Identify missing information or items requiring billing follow-up. - Complete limited QuickBooks tasks when needed. - Provide administrative support to the nurse practitioner and office manager. - Maintain accurate records across PracticeQ, Excel, Google Calendar, and other platforms. Qualifications - Fluent in English and Spanish. - Previous experience in patient intake, scheduling, front desk support, care coordination, or healthcare administration. - Experience handling inbound and outbound healthcare calls. - Knowledge of insurance verification, eligibility, copays, deductibles, and patient responsibility. - Comfortable following established scripts, procedures, and workflows. - Strong communication, organization, and documentation skills. - Calm and professional when supporting patients in sensitive or emotional situations. - Reliable and able to remain focused during phone-heavy shifts. - Able to work 40 hours per week. Nice-to-Have Qualifications - Experience supporting a U.S. mental health, behavioral health, psychiatry, or therapy practice. - Experience using PracticeQ. - Experience with TMS or Spravato patient workflows. - Knowledge of QuickBooks. - Experience using Spruce for calls, texts, and contact management. - Familiarity with Availity and insurance payer websites. - Experience with EOB review, claims follow-up, prior authorizations, SCA, or LOA requests. - Experience coordinating MRI requests or specialty treatment services. Who We're Looking For - Warm, patient, and easy to talk to. - Confident communicating in both English and Spanish. - Comfortable helping patients who may feel nervous, overwhelmed, or uncertain. - Fast and consistent with patient and lead follow-up. - Accurate with scheduling, insurance information, and documentation. - Able to manage several workflows while staying organized. - Comfortable working independently and escalating concerns appropriately. - Interested in a stable, long-term role within a mental health practice.

Role Description As our Bilingual Communication Specialist, you will capture highly sensitive information via inbound calls pertaining to confidential workplace concerns, unethical issues, and violations. This enables our customers around the world to gain insight on how they can protect their employees and improve their work environments while minimizing organizational risk. The nature of these reports may involve stressful situations or topics that could be personally offensive. As a member of our Contact Center team, you will support our flagship product for Hotline & Incident Management services by creating an exceptional customer experience. You will work with an amazing group of people committed to your success and growth, and your contributions will directly impact our organizational goals! You'll thrive in this remote role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what's next! Qualifications - Outstanding customer service skills with strong customer and results orientation - The ability to demonstrate emotional resilience - Weekend availability is required—applicants must be able to work at least one weekend day per week - A quiet, secure home office or workspace to temporarily perform all duties in a remote environment with a recommended internet speed of 25 mbps download and 10 mbps upload - Minimum typing speed of 35 WPM - The ability to multi-task while interviewing callers and capturing details in a written report with strong accuracy and attention to detail - Experience using MS Office and the ability to easily navigate proprietary software applications - Culture Agility - AI Readiness Requirements - Engage each reporter with the utmost honor, care and concern; instill confidence that their information will be handled appropriately and that their experience matters - Answer calls from various industries in a timely manner and follow the intake process for all customers while exercising a high degree of good judgment to ensure a caller’s needs are met - Lead the reporter through a guided interview process, asking appropriate questions regarding their experience and giving extra attention to the quality and accuracy of report details - Hold all reports in strict confidence, both internally and externally - Assist with special projects and other departmental responsibilities as assigned - Arrive to your scheduled shift on time and retain schedule flexibility with 24/7 operation that may change from time to time Benefits - Meaningful Purpose: Your work helps organizations operate with integrity and protect their people—at a scale few companies can match - High-Performance Environment: We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career - Candid, Supportive Culture: We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement - Growth That Matters: You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth - Rewards for Results: We provide clear, competitive compensation designed to recognize measurable outcomes and real impact

Tagalog-English Bilingual Healthcare Customer Service Representative - Remote in California McClellan Park, CA, United States Location: United States Job Description: Your potential has a place here with TTEC's award winning employment experience. As a Tagalog-English Bilingual Healthcare Customer Service Representative working remotely from your home in California, you'll be part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in the United States says it all! What You'll Be Doing Do you have a passion for helping others and providing peace of mind? In this role, you'll support consumers by engaging thoughtfully and helping resolve questions related to their healthcare benefit needs. You'll be the difference between their customer experience being just average or an exceptional one. During a Typical Day, You'll - Answer incoming calls from customers - Engage thoughtfully with customers to understand their needs - Conduct research across multiple systems to resolve questions - Provide clear, accurate information to help consumers navigate healthcare options - Manage a high volume of interactions while maintaining quality and professionalism - Follow a set schedule, including designated breaks and lunches What You Bring to the Role - At least 6 months of customer service experience - Bilingual in English and Tagalog - High school diploma or equivalent - Strong empathy, patience, and attentiveness to customer's needs - Comfort working with computer systems and Windows based applications - A distraction free, designated home workspace - A secure, high speed wired internet connection (minimum 25 mbps) What You Can Expect - Supportive of your career and professional development - Full, engaging days spent supporting meaningful consumer interactions - An inclusive, community minded culture where giving back is encouraged - A global team of curious lifelong learners guided by our company values - Base hourly wage starting at $21.65. - And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives. Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. A Bit More About Your Role We're committed to helping you build the skills and confidence to succeed, from day one and throughout your career. Your training experience includes engaging, instructor led online sessions that use both webcam video and audio, so you can connect visually with trainers, leaders, and fellow teammates. Webcam participation is expected during all instructor led TTEC and client required training, either throughout the session or at designated times, and is encouraged during coaching sessions to support meaningful connection and collaboration. Along the way, you'll also have access to individualized coaching and thousands of free courses to support your growth. And while skills can be learned, your caring, supportive nature is what truly sets you apart. At TTEC, you're part of one dynamic, global family that's here to support you every step of the way. You'll report to a Team Lead. We are regularly hiring for this role. You'll contribute to the success of the customer experience and the overall success of the team. About TTEC TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day-and it starts with the talent behind the experience. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

• Answer inbound patient phone calls in both English and Spanish. • Coordinate patient intake and appointment scheduling. • Assist patients with appointment preparation and follow-up instructions. • Coordinate laboratory orders and diagnostic testing. • Guide patients through the preoperative medical clearance process. • Escalate clinical questions appropriately to healthcare providers. • Prepare physician notes and supporting documentation. • Fax medical records and clinical documentation. • Coordinate communication with referring providers and healthcare partners. • Maintain accurate patient records within practice systems. • Update patient information and appointment statuses. • Communicate professionally with patients, providers, and partner organizations. • Monitor and respond to email communications promptly. • Manage multiple administrative workflows while meeting time-sensitive deadlines. • Maintain organized and accurate patient documentation. • Assist with general operational and administrative tasks as assigned.