Patient Service Representative

Patient Service Agent

Anne Arundel Dermatology is hiring a Patient Service Agent to join our remote Call Center team, with a targeted start date of July 13th, 2026.

Schedule: Monday-Friday, 8:00 AM - 5:00 PM (EST).

Pay range: $18-20/hour (depending on experience)

Must reside in the following states: MD, PA, VA, NC, TN, FL, GA

This is a full-time, remote position supporting our dermatology practices through high-volume patient calls, appointment scheduling, and care coordination.

Founded more than 50 years ago, Anne Arundel Dermatology provides the full spectrum of medical, surgical, and cosmetic dermatology services. With 250+ clinicians and 110+ locations across 7 states, we are one of the largest and fastest-growing dermatology groups in the Mid-Atlantic and Southeastern United States.

As we continue to expand, we are building a remote Patient Service Center and hiring a new class of Patient Service Agents to support our growing patient population. This role is a strong entry point into healthcare and offers clear opportunities for advancement. Team members have advanced from the Patient Service Center into clinical roles, cosmetic positions, and leadership positions, including Supervisors and Managers.

Patient Service Agents are trained on the systems that power our practices, including patient scheduling platforms, electronic health records, and structured call workflows. Growth within the organization is performance-driven and earned through accuracy, reliability, and consistently delivering a positive patient experience.

Responsibilities

Reporting to a Patient Service Center Manager, the Patient Service Agent (PSA) manages 80-100 inbound/outbound calls daily, assist patients with appointment scheduling, and ensure accurate communication between patients, physicians, and pharmacies. The PSA contributes to a high-performance team in a fast-paced environment.

Duties/Responsibilities:

• Efficiently handles 80-100 inbound/outbound calls each day.
• Masters internal systems and tools (phone system, EHR, etc.).
• Views and manages provider scheduling and communications.
• Collects and manages patient information with respect and detail, in accordance with industry regulations (HIPAA, PHI, etc.).
• Consults with patients to schedule and re-schedule appointments.
• Actively listens to patients and effectively communicates, using empathy and concern, both verbal and written.
• Escalates patient situations that require unique attention.
• Achieves and surpasses individual monthly performance goals.
• Other duties assigned as deemed necessary by management.

Qualifications

Required Skills/Abilities:

• Clear, professional, and pleasant speaking voice suitable for frequent patient phone interactions
• Warm, friendly, and engaging phone presence with a consistently positive, service-oriented demeanor
• Strong customer service mindset with the ability to communicate calmly and empathetically
• High attention to detail, including accurate written documentation and data entry
• Ability to follow established workflows, scripts, and policies consistently
• Comfort working in a high-volume, performance-driven call center environment
• Demonstrated reliability, punctuality, and consistent attendance
• Strong time-management skills and accountability in a remote setting
• Ability to work independently while remaining responsive and engaged with a team
• Quiet, private home workspace that supports patient confidentiality and HIPAA compliance
• Reliable, high-speed internet capable of supporting VoIP phone systems and video-based training

Education/Experience:

• 1-3 years of general customer database (CRM) experience.
• College education (completed degree or relevant coursework).
• 1-3 years of call center experience (preferred).
• Experience with making outbound sales/service calls (preferred).
• 1-5 years of experience within the healthcare industry (preferred).
• Bilingual preferred (Spanish)

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Benefits are available to employees who work 30 or more hours per week and include:

• Medical, dental, and vision insurance, effective the first day of the month following your start date.
• Short-term and long-term disability coverage, voluntary life insurance (for employees, spouses, and children), critical illness insurance, and hospital indemnity coverage, effective the first day of the month following hire.
• Company-paid basic life insurance and accidental death & dismemberment (AD&D) coverage.
• 80 hours of paid time off (PTO) and six paid federal holidays annually.
• Retirement savings plan.
• Employee discounts on cosmetic services and products.