Patient Communication Specialist

Spine Team Texas; Southlake (TX); Remote; USD 36,000 - 48,000; Full time

Job summary

Spine Team Texas in Southlake, TX seeks a Patient Communications Specialist to be the primary contact for patient inquiries, manage high-volume calls, route messages, and provide approved information about locations, providers, and services.

You will assist with basic scheduling, document messages in the EHR, maintain confidentiality, and escalate urgent requests per procedures. Strong communication and multitasking skills required.

Qualifications

• High school diploma or equivalent is required.
• 1–2 years of experience in customer service or related roles.
• Basic knowledge of computer systems and data entry; ability to learn EHR, telephone, and communication systems.
• Strong written and verbal communication with a customer-service orientation.
• Ability to multitask, stay calm, and maintain professionalism in a high-volume call environment.
• Attention to detail, organization, time management, and accurate documentation.
• Ability to work independently and in a team.

Responsibilities

• Answer a high volume of incoming calls promptly and courteously.
• Route callers to correct department, location, or staff.
• Provide general information about locations, providers, services, and directions.
• Assist with basic scheduling questions and route complex requests.
• Document patient messages accurately in the EHR.
• Ensure messages are clear and routed to appropriate teams.
• Escalate urgent or sensitive requests per procedures.
• Maintain confidentiality and HIPAA compliance.
• Complete assigned tasks within service expectations.
• Participate in training and cross-training.
• Support department operations as needed.

Skills

Customer service

Call center

Healthcare

Communication skills

Multitasking

HIPAA compliance

Education

High school diploma

Tools

EHR system

Telephone system

Data entry software

Job description

Patient Communication Specialist# Patient Communication SpecialistFully Remote • Southlake Headquarters - Southlake, TX 76092## OverviewPosition TypeFull TimeEducation LevelHigh SchoolCategoryHealth Care## Description# Patient Communications Specialist## Position SummaryThe Patient Communications Specialist serves as a primary point of contact for incoming communications, managing high-volume calls, routing calls and messages, providing approved information, and supporting basic scheduling needs in accordance with established protocols and patient service standards.## ## Essential Position Functions* Answer a high volume of incoming calls in a timely, courteous, and professional manner.* Identify the nature of each call and accurately route callers to the appropriate department, location, or staff member.* Provide approved general information regarding practice locations, providers, services, office directions, appointment confirmations, and other routine requests.* Assist with basic scheduling questions or appointment requests within established guidelines and route more complex scheduling needs appropriately.* Accurately document patient messages in the EHR or designated communication system.* Ensure messages are complete, clear, and routed to the appropriate clinical or administrative team.* Follow established protocols for call transfers, message routing, patient concerns, and escalations.* Recognize potentially urgent or sensitive requests and escalate them according to established procedures.* Maintain a calm, helpful, and professional tone while managing multiple calls and competing demands.* Maintain patient confidentiality and comply with HIPAA, organizational policies, and departmental procedures.* Complete assigned communication tasks and priority workflows within established service expectations.* Participate in training, coaching, and cross-training to build proficiency in Patient Communications functions.* Perform other related duties as assigned to support department operations.## Qualifications## Educational Requirements & Position Qualifications1. High school diploma or equivalent required.2. Preferred 1-2 years of experience in customer service, call center, healthcare, medical office, operator, or a related role.3. Basic knowledge of computer systems and data entry; ability to learn EHR, telephone, and communication systems.4. Effective written and verbal communication skills with a strong customer-service orientation.5. Ability to multitask, remain calm, and maintain professionalism in a high-call-volume environment.6. Strong attention to detail, organization, time management, and accurate documentation skills.7. Ability to work productively both independently and as part of a team.