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Role Description

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.

• 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.

Requirements

• 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).
• 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.

Schedule Requirements

• Part-Time: 10–20 hours per week
• Shift Length: 2–4 hour shifts
• Schedule: Monday–Friday
• Hours: 6:00 PM – 12:00 AM EST
• Language Requirement: Bilingual (English/Spanish)

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.