Position Summary
As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service.
Key Responsibilities
- Answer and process all inbound calls in a courteous and professional manner.
- Schedule, confirm, or reschedule patient appointments according to client protocols.
- Verify patient demographics, insurance, and other key information accurately in the system.
- Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff.
- Follow account‑specific scripting and protocols; provide clear, compassionate information to patients and clients.
- Maintain confidentiality and comply with HIPAA and other healthcare regulations.
- Document all call activity accurately and completely in the designated system(s).
- Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT.
- Identify and report trends, potential issues, and opportunities for process improvement to leadership.
Qualifications
- High school diploma or equivalent.
- 1+ years of call center or customer service experience (healthcare experience a plus).
- Strong verbal and written communication; active listening and empathy under pressure.
- Ability to multitask, stay organized, and work in a fast‑paced environment.
- Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred.
- Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace.
- Bilingual (Spanish/English or other languages) preferred.
- Knowledge of medical terminology or insurance verification is a plus.
- Reliable attendance, accountability, and openness to feedback and coaching.
Tools & Equipment
Computer with reliable high‑speed internet, headset, and access to telephony/ACD, EHR/EMR, CRM, QA, and workforce tools; standard office applications (email, spreadsheets, word processing).
Remote Work Expectations
- Maintain a distraction‑free, noise‑controlled work environment; professional conduct on calls at all times.
- Camera‑on participation for training and meetings, as requested by leadership.
- Adhere to dress code expectations (e.g., scrubs for agents; business casual for leaders) when applicable.
- Follow security and privacy standards when accessing systems and handling PHI.
Performance & Development
- Achieve quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT).
- Participate in training, booster sessions, and cross‑training as assigned.
- Contribute to a positive, team‑oriented culture; support peers and accept coaching.
Physical Requirements
Prolonged periods of sitting and computer use; frequent talking and listening on the phone. Occasional standing, bending, or reaching. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work Environment
Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service.
Equal Opportunity & Disclaimer
We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.