Patient Care Representative, Bilingual – English/Spanish
Job Description:
• 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.
Requirements:
• 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.
Benefits:
• Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service.
• Maintain a distraction-free, noise-controlled work environment.
• Camera-on participation for training and meetings, as requested by leadership.
• Adhere to dress code expectations when applicable.
• Follow security and privacy standards when accessing systems and handling PHI.
Apply Now
Apply Now
• 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.
Requirements:
• 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.
Benefits:
• Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service.
• Maintain a distraction-free, noise-controlled work environment.
• Camera-on participation for training and meetings, as requested by leadership.
• Adhere to dress code expectations when applicable.
• Follow security and privacy standards when accessing systems and handling PHI.
Apply Now
Apply Now