Esri
Esri technology helps people solve some of the world’s most difficult problems.
Patient Care Representative, Bilingual – English/Spanish
Location
Florida + 3 moreAll locations: Florida, Ohio, South Carolina, Texas
Posted
13 days ago
Salary
Not specified
High School1 yr expExperience acceptedEnglishSpanishCloud
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.
Job 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.
