Patient Care Representative

Nflsurgeons; Fort Walton Beach (FL); On-site; USD 30,000 - 40,000; Full time

Job summary

A healthcare practice in Fort Walton Beach is looking for a Patient Care Representative to manage patient calls and inquiries. This role involves scheduling appointments, verifying patient information, and documenting interactions. Candidates should have strong communication skills, experience in a call center or healthcare setting, and comfort with technology. The position requires attention to detail, multitasking abilities, and a professional demeanor to ensure positive patient experiences and efficient clinic operations.

Qualifications

• High school diploma or equivalent required; medical office or customer service training preferred.
• 1–2 years of call center or healthcare experience required (orthopedic or specialty practice experience preferred).
• Knowledge of medical terminology, insurance verification, and EMR systems strongly preferred.

Responsibilities

• Answer high volumes of incoming calls in a courteous and professional manner.
• Schedule, reschedule, and cancel patient appointments.
• Verify and update patient demographics, insurance, and contact information.
• Route calls, messages, and tasks to the correct department.
• Document all patient interactions in the electronic medical record (EMR).

Skills

Excellent verbal and written communication skills

Strong customer service focus

Ability to multitask

Detail-oriented

Comfortable with technology

Team-oriented

Education

High school diploma or equivalent

Medical office or customer service training

1–2 years of call center or healthcare experience

Tools

Electronic Medical Record (EMR) systems

Microsoft Office applications

Phone systems

Job description

Job Summary:

The Patient Care Representative serves as the first point of contact for patients calling the practice. This position is responsible for answering incoming calls, assisting patients with scheduling, messages, and general inquiries, and making outbound calls as needed. The representative ensures that all patient interactions are handled professionally, accurately, and with exceptional customer service to support positive patient experiences and efficient clinic operations.

Key Responsibilities:

• Answer high volumes of incoming calls in a courteous, professional, and timely manner.
• Schedule, reschedule, and cancel patient appointments according to provider protocols and availability.
• Accurately verify and update patient demographics, insurance, and contact information.
• Route calls, messages, and tasks to the correct department or staff member as appropriate.
• Make outbound calls for appointment confirmations, referral follow-ups, and other patient needs.
• Provide general information about practice services, locations, and hours.
• Document all patient interactions clearly and accurately in the electronic medical record (EMR).
• Follow HIPAA guidelines to protect patient privacy and confidentiality.
• Assist with managing voicemail, inbox messages, and other communication channels within response time standards.
• Collaborate with clinical and administrative teams to ensure smooth patient flow and communication.
• Participate in training sessions and team meetings to stay current on practice updates, scheduling protocols, and insurance changes.

Required Skills and Qualifications:

• Excellent verbal and written communication skills.
• Strong customer service focuses with a calm and professional phone demeanor.
• Ability to multitask in a fast-paced, high-volume environment.
• Detail-oriented with strong organizational and time management skills.
• Comfortable with technology, including EMR systems, phone systems, and Microsoft Office applications.
• Team-oriented and adaptable to changing workflows or priorities.

Work Environment & Physical Requirements

• Primarily sedentary, office-based position using a computer and phone for extended periods.
• Requires ability to remain focused and composed during stressful or high-volume periods.
• Standard office hours vary from 7:30am-5:30pm, 7:30am-5:00pm or 8am-5pm.

Education & Experience:

• High school diploma or equivalent required; medical office or customer service training preferred.
• 1–2 years of call center or healthcare experience required (orthopedic or specialty practice experience preferred).
• Knowledge of medical terminology, insurance verification, and EMR systems strongly preferred.