Customer Service Representative (Urgent Care)

Patient Plus Urgent Care; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Patient Plus Urgent Care is seeking a Customer Service Representative to deliver exceptional service to patients and visitors. You will manage patient inquiries, schedule appointments, verify insurance, and support smooth operations in a fast-paced urgent care environment.

The role emphasizes courteous communication, accurate record-keeping, and collaboration with medical staff to ensure an efficient patient experience and high satisfaction.

Qualifications

• High school diploma or equivalent required; an associate degree or higher is preferred.
• 1–2 years in a customer service role, preferably healthcare/urgent care.
• Experience handling high volumes of inquiries and multitasking.
• Proven ability to resolve complaints professionally and efficiently.
• Excellent verbal and written communication; ability to listen empathetically.
• Familiarity with medical terminology and healthcare procedures is a plus.

Responsibilities

• Greet and assist patients and visitors courteously and professionally.
• Handle incoming calls and respond to inquiries about services, appointments, and information.
• Schedule and confirm patient appointments; optimize facility resource use.
• Maintain accurate patient records and update information as needed.
• Collaborate with medical staff to facilitate patient flow and address immediate concerns.
• Process check-ins/check-outs, verify insurance information, and collect payments.
• Address and resolve patient complaints or escalate to the appropriate department.
• Keep the reception area clean, organized, and welcoming at all times.
• Adhere to policies, maintaining confidentiality and security of patient information.
• Participate in training sessions and meetings to stay updated on policies and procedures.

Skills

Communication skills

Customer service software

Organizational skills

Teamwork

Problem solving

Poise under pressure

Medical terminology familiarity

Education

High school diploma

Associate degree preferred

Tools

CRM software

Databases

Payment processing systems

Job description

The Customer Service Representative is responsible for delivering exceptional customer service to patients and visitors. This role involves managing patient inquiries, scheduling appointments, and ensuring a seamless experience for all individuals interacting with the urgent care facility. The representative serves as the primary point of contact, providing information and assistance to enhance patient satisfaction and operational efficiency.

Key Responsibilities

• Greet and assist patients and visitors courteously and professionally.
• Handle incoming calls and respond to inquiries regarding services, appointments, and general information.
• Schedule and confirm patient appointments, ensuring optimal use of facility resources.
• Maintain accurate patient records and update information as necessary.
• Collaborate with medical staff to facilitate patient flow and address any immediate concerns.
• Process patient check-ins and check-outs, including verifying insurance information and collecting payments.
• Address and resolve patient complaints or escalated issues to the appropriate department.
• Ensure the reception area is clean, organized, and welcoming at all times.
• Adhere to company policies and procedures, maintaining confidentiality and security of patient information.
• Participate in training sessions and meetings to stay informed about updates in company policies and procedures.

Qualifications

Required Education

• High school diploma or equivalent required; an associate degree or higher in a related field is preferred.

Required Experience

• Minimum of 1-2 years of experience in a customer service role, preferably within a healthcare or urgent care setting.
• Experience with handling a high volume of customer inquiries and managing multiple tasks simultaneously.
• Proven track record of resolving customer complaints and issues efficiently and professionally.

Required Skills and Abilities

• Excellent verbal and written communication skills, with a strong ability to listen and empathize with customers.
• Proficiency in using customer service software, databases, and tools.
• Strong organizational skills with the ability to prioritize and manage time effectively.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Demonstrated problem-solving skills and attention to detail.
• Ability to maintain composure and professionalism under pressure.
• Familiarity with medical terminology and healthcare procedures is a plus.