Role Title: Bilingual Front Desk Associate - Spanish (Remote)
Salary: $20.00 - 22.00/hr
Schedule: 1-6pm Central Time M-F
Interview Process: 20 minute phone screening followed by a 30/45 minute virtual interview with Care Operations Manager
About Fort Health
Fort Health is a mental health company on a mission to “open more paths to better care for more families.” We're all about making a real difference in the lives of children and adolescents. With a whopping 50% of kids in the US missing out on mental health care, we are determined to change that statistic. And with a market size of over $50 billion, we are not just dreaming big - we're making it happen!
Our Vision
Picture this: a world where every child has access to the support they need to thrive mentally and emotionally. With the help of our amazing partners, like the Child Mind Institute, we're creating a one-of-a-kind support system that combines digital tools with virtual clinicians. Because at Fort Health, we believe “we're stronger together.”
Position Overview
We are seeking a dedicated and detail-oriented Bilingual Front Desk Associate to join our growing Operations Team. In this critical role, you will be responsible for ensuring the smooth and efficient day-to-day operations of our virtual provider office, serving as a key point of contact for both patients and providers.
The Bilingual Front Desk Associate plays an essential role in supporting patient care, enhancing the patient experience, and assisting clinical staff with administrative needs. This position reports directly to the Care Operations Manager, who will provide general guidance, assign projects, and support your professional development.
The ideal candidate will be able to perform responsibilities independently with minimal supervision, demonstrating strong organizational, communication, and problem-solving skills in a fast-paced, virtual healthcare environment.
Duties and Responsibilities
- Respond to incoming calls from families, parents, pediatrician partners, and provider offices, ensuring timely and professional communication
- Utilize the Electronic Health Record (EHR) system and patient-facing application to register patients, schedule and reschedule appointments, collect co-pays, verify insurance, and provide basic EHR support to users
- Collaborate with therapists and psychiatrists to support patient care by coordinating appointments, gathering required forms, and ensuring accurate documentation.
- Partner with team members to identify and implement process improvements that enhance operational efficiency and team performance
- Document business processes and standard operating procedures (SOPs) to support consistency and knowledge sharing across the team
- Make outbound calls to pediatric offices, patients, and other stakeholders as needed to support patient care and administrative tasks
- Manage and respond to inquiries via phone, email, fax, and digital or physical mail, ensuring proper documentation and follow-up
- Perform additional administrative duties and projects as assigned to support the team and improve patient experiences
Qualifications
- 2+ years of experience in a physical or virtual provider office (MD) as part of a front desk team required; experience in pediatric or behavioral health settings strongly preferred
- Proven experience in answering phones, communicating with patients and their families, verifying insurance coverage, registering patients, and scheduling/rescheduling appointments within an Electronic Health Record (EHR) system required
- Demonstrated ability to coordinate with clinicians in a healthcare setting to support patient care needs required
- Strong knowledge of HIPAA-compliant patient communication protocols is highly desired.
- Experience in documenting workflows and standard operating procedures (SOPs) is strongly desired
- Private, enclosed workspace (e.g., home office) required to maintain confidentiality when speaking with patients during work hours
- Proficiency with Gmail, Google Workspace (Docs, Sheets), and Microsoft Office Suite (Word, Excel) required, along with the ability to quickly learn new software systems as needed
- Excellent verbal and written communication skills in English & Spanish required
Bilingual in Spanish is required
- Ability to thrive in a fast-paced environment, manage multiple tasks effectively, and adapt to frequent changes
Benefits
At Fort Health, our focus is to provide you with a comprehensive and competitive total reward package that supports you at all career stages- now and into the future. Our success depends on the knowledge, capabilities, and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – where we challenge you with engaging work that adds to your professional development. We are continuing to build out a comprehensive total rewards package including but not limited to:
- Time off: Company shut-down between Christmas and New Years Day
- Remote Work: Enjoy a 100% remote work environment with meaningful touchpoints with the team. Work from anywhere!.
- Collaborative Environment: Join our dynamic team, where collaboration is at the heart of everything we do! We foster a supportive environment that encourages working together so we can achieve more tremendous success and inspire one another to reach our full potential. If you’re looking for a place where your contributions are valued and your professional development is a priority, you've come to the right place!
Fort Health is a proud Equal Opportunity Employer – we recruit, train, compensate and promote our team members based on qualifications. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.
