Handle inbound and outbound calls for healthcare clients.
Schedule and reschedule appointments.
Verify patient information.
Provide assistance based on client protocols.
Support patients while ensuring HIPAA compliance.
Maintain a high standard of customer service.
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.
Knowledge of medical terminology or insurance verification is a plus.
Experience working remotely.
Experience in healthcare.
Must be fluent in English and Spanish.

Bilingual (Spanish/English or other languages) preferred.
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.
Tools & Equipment 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.
Participate in training, booster sessions, and cross-training as assigned.
Contribute to a positive, team-oriented culture; support peers and accept coaching.

Patient Care Representative, Bilingual – English/Spanish, Part-Time

Key skills