Patient Services Representative, Call Center Primary Care

Scheduled Weekly Hours: 40 (Monday - Friday, 8:30am - 5pm)

About the role

The Patient Services Representative serves as a primary point of contact for patients calling a medical office. This role is responsible for delivering excellent customer service by professionally handling incoming calls, scheduling appointments, addressing patient inquiries, and supporting clinical and administrative teams. The Patient Services Representative plays a critical role in ensuring a positive patient experience while maintaining accuracy, confidentiality, and efficiency in a fast-paced call center environment.

Responsibilities

• Professionally answer and manage a high volume of inbound and outbound patient calls in a timely manner
• Schedule, reschedule, and cancel patient appointments accurately according to provider availability and office protocols
• Answer patient inquiries in a professional, empathetic, and patient-centered manner
• Assist patients with questions related to medications, refills, and general care coordination
• Verify insurance information and support authorization processes
• Document all patient interactions accurately and thoroughly in the electronic health record (EHR) system
• Provide appointment confirmations, directions, and pre-visit instructions (including labs or imaging requirements)
• Collaborate effectively with clinical and administrative teams to support patient care and office operations
• Escalate complex issues appropriately to ensure timely resolution
• Identify opportunities for process improvement and contribute to enhancing the patient experience
• Participate in training sessions, team meetings, and onboarding of new staff

Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• High school diploma or equivalent required
• Minimum of 1 year of experience in customer service or call center experience
• Excellent customer service and patient navigation skills
• Ability to professionally interact with patients, families, and healthcare staff with discretion and empathy
• Effective interpersonal skills and ability to work in a team-oriented environment
• Strong verbal and written communication skills
• Ability to multitask, manage time effectively, and work in a fast-paced call center environment
• Proficient in Microsoft Office (Word, Excel, Outlook) and general computer systems
• Strong attention to detail with the ability to document accurately and efficiently
• Ability to maintain patient confidentiality and comply with HIPAA and organizational privacy standards

Preferred Qualifications

• Prior experience in a healthcare setting, preferably in a medical office or call center environment
• Previous experience scheduling patient appointments and managing high call volumes
• Familiarity with electronic health record (EHR) systems and medical scheduling software
• Knowledge of medical terminology and clinical workflows
• Experience verifying insurance eligibility, obtaining authorizations, or handling referrals
• Strong customer service skills with the ability to demonstrate empathy and professionalism when interacting with patients
• Excellent verbal communication, active listening, and problem-solving skills
• Ability to multitask, prioritize effectively, and work efficiently in a fast-paced environment
• Strong attention to detail and accuracy in data entry and documentation

Physical Demands

• Ability to sit for extended periods of time while working at a computer workstation
• Ability to frequently use hands and fingers for typing, data entry, and handling phones
• Ability to speak clearly and hear effectively to communicate with patients and staff by phone
• Ability to view computer screens for prolonged periods
• Ability to occasionally stand, walk, bend, or reach within the work area
• Ability to lift or move light office materials (up to approximately 10 pounds) as needed

Pay

Salary range: $19.85–$30.05 per hour. The pay range reflects the anticipated range for new hires. Actual compensation will be determined based on the candidate’s work history, experience, skill set, and education.