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.

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.

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.

Patient Care Representative, Bilingual – English/Spanish

Key skills