Senior Patient Contact Specialist - Bilingual (English/Spanish)

Apollo MedFlight

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Amarillo, Texas

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PERMANENT

$24-$28/hr

Updated 09/03/2026

Job Description

Job Summary

The Senior Patient Contact Specialist serves as a critical link between unresolved claims and collected revenue by obtaining the information and documentation necessary to secure payment. This position works directly with patients, families, estates, authorized representatives, and third-party payers to resolve outstanding accounts while providing compassionate, professional, and compliant service.

This role serves as a primary point of contact for patients regarding financial questions, payment arrangements, and account resolution. The Senior Patient Contact Specialist must exercise sound judgment, maintain accurate documentation, protect confidential information, and communicate with empathy and professionalism, particularly during sensitive conversations involving medical circumstances, financial hardship, or the estate of a loved one.

Essential Duties & Responsibilities

Contact patients, family members, estates, and authorized representatives to obtain information necessary for claim adjudication and payment.

Complete coordination of benefits (COB) and assist in ensuring accurate payer sequencing.

Obtain required legal and administrative documentation, including Designation of Representative (DOR) forms.

Handle inbound patient calls and securely process payments.

Assess patients' ability to pay and establish appropriate payment arrangements.

Provide empathetic, professional service during sensitive financial, medical, and family-related conversations.

Respond to patient and representative questions while working toward timely account resolution.

Maintain compliance with HIPAA, privacy, payment-handling, and other applicable requirements.

Work assigned account queues and prioritize accounts based on aging, deadlines, and risk.

Review account documentation and instructions prior to patient contact.

Follow Apollo PFS patient contact procedures and use sound judgment when resolving incomplete or conflicting information.

Accurately document communications, outcomes, actions, and required next steps.

Return accounts to collectors or appropriate team members promptly once required information has been obtained.

Collaborate with collectors, supervisors, and team members to minimize denials, delays, and write-offs.

Adapt to changing priorities, payer requirements, and process updates while maintaining productivity and accuracy.

Maintain regular and reliable attendance.

Perform other duties as assigned.

Minimum Qualifications

High school diploma or GED.

Bilingual in Spanish, with fluent verbal and written communication skills in both English and Spanish.

2 years of customer service experience, preferably in a healthcare or financial setting.

Strong verbal and written communication skills.

Good judgment and problem-solving skills.

Ability to identify and resolve missing or conflicting information.

Ability to handle inbound calls, securely process payments, and establish appropriate payment plans.

Basic computer skills, including data entry, Microsoft Office, and payment-processing systems.

Ability to prioritize and multitask in a high-volume environment while maintaining accuracy and complete documentation.

Strong customer service skills with an empathetic and professional approach to difficult or sensitive conversations.

Ability to de-escalate challenging situations and professionally communicate sensitive financial information.

Preferred Qualifications

Understanding of medical terminology and standard payer documentation requirements.

Previous healthcare, medical office, or call center experience.

Experience with high-volume data entry and processing.

Previous experience accepting phone payments, negotiating payment arrangements, or performing financial counseling/hardship assessments in a healthcare or collections environment.

Working Conditions / Physical Requirements

Primarily an indoor office environment requiring extended periods of sitting and computer work, including frequent keyboard and data-entry activities. Must be able to communicate effectively with employees, management, patients, and external parties through verbal and written communication.

The position requires the ability to lift and carry up to 10 pounds, read documents and computer screens, and move throughout company facilities. Some travel and schedule flexibility, including occasional evenings and weekends, may be required.

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