Job Description
Position: Patient Care Representative (PCR) – Part-Time, Remote | Bilingual (Spanish/English) | Weekends [...]
Position Summary
- As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service.Key Responsibilities
- 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 elevate 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. Qualifications
- 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. 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).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.
- Follow security and privacy standards when accessing systems and handling PHI. Performance & Development
- Achieve quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT).
- Participate in training, booster sessions, and cross‑training as assigned.
- Contribute to a positive, team‑oriented culture; support peers and accept coaching. Physical Requirements
Prolonged periods of sitting and computer use; frequent talking and listening on the phone. Occasional standing, bending, or reaching. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work Environment
- Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service.Schedule Requirements
- Part‑Time: 10–20 hours per week
- Schedule:
- Saturday & Sunday
- Hours:
- 6:00 AM – 12:00 AM EST
- Language Requirement: Bilingual (English/Spanish)Equal Opportunity & Disclaimer
We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.
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