Patient Services Representative

Patient Services Representative (Call Center Representative)

We seek a highly organized and compassionate Patient Services Representative (Call Center Representative) to join our centralized call center team. As a Patient Services Representative, you will be pivotal in providing exceptional customer service and administrative support to patients, healthcare professionals, and external stakeholders. Your primary responsibility will be efficiently managing incoming calls, scheduling appointments, and facilitating communication between patients and medical staff. The ideal candidate should possess excellent communication skills, attention to detail, and the ability to handle high call volumes with professionalism and empathy.

Location—The candidate can work in a Hybrid/Remote capacity in McAllen, TX area. The position will require individuals to be onsite for the first 30 days for training in the McAllen, TX, area. If located outside of the McAllen, TX area, we will consider remote TX based candidates.

Key Responsibilities:

• Handle incoming calls from patients, healthcare providers, and external partners courteously and professionally.
• Listen actively, gather accurate information, and respond appropriately to inquiries, appointment requests, and general questions.
• Route calls to appropriate departments or medical staff as needed.
• Effectively schedule patient appointments, consultations, and follow-up visits based on availability and medical staff preferences.
• Coordinate and manage the appointment calendar to ensure efficient utilization of medical resources.
• Provide patients with essential appointment information, such as location, time, and pre-visit instructions.
• Input and update patient demographic information, medical history, and insurance details accurately in the electronic health records (EHR) system.
• Maintain confidentiality and adhere to privacy regulations while handling sensitive patient information.
• Liaise between patients and medical professionals to convey messages, requests, and follow-up information.
• Communicate effectively with various healthcare departments to relay urgent messages and coordinate patient care.
• Address patient concerns, complaints, and inquiries patient-centered and empathetically.
• Collaborate with relevant departments to resolve scheduling conflicts and logistical issues.
• Stay updated on medical office protocols, scheduling procedures, and relevant industry regulations.
• Participate in ongoing training sessions to enhance customer service skills and knowledge of medical practices.

Qualifications:

• At least two years of experience working in a high-volume call center environment. Preferred
• Excellent verbal and written communication skills in English and Spanish preferred.
• High level of professionalism working with others in stressful environments across virtual locations.
• Proficient in using computer systems and scheduling software.
• Strong organizational skills and the ability to multitask effectively.
• Empathy and patience when dealing with patients and their families.
• Knowledge of medical terminology and procedures is preferred.
• Adherence to patient confidentiality and data protection regulations.
• High school diploma or equivalent; additional medical receptionist training or certification is a plus.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!