Handle inbound and outbound calls for healthcare clients.
Schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols.
Support 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.
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.

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.

Remote Work Expectations:
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.
Equal Opportunity Employer.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Patient Care Representative, Bilingual Spanish/English

Key skills