Patient Experience Representative – Contact Center

The JOY FM; Georgia; On-site; USD 35,000 - 45,000; Full time

Job summary

The JOY FM is seeking a Patient Experience Representative - Contact Center to provide warm, knowledgeable support to patients scheduling and managing appointments. You will handle a high volume of calls, document interactions, and route inquiries to the appropriate teams.

This role emphasizes excellent telephone etiquette, compassionate communication, and accurate data entry across multiple systems, including EPIC. A High School Diploma or GED and 1–2 years of related experience are preferred.

Qualifications

• Strong customer service and communication skills are required.
• Ability to stay organized in a fast-paced environment.
• Comfortable using computers and multiple systems.

Responsibilities

• Answer a high volume of incoming calls in a professional and courteous manner.
• Schedule appointments, manage scheduling work queues, and assist with waitlists.
• Assist patients with questions regarding upcoming or previously scheduled appointments.
• Provide appointment details and pre-test instructions when applicable.
• Accurately document calls, scheduling information, and other interactions.
• Make confirmation calls and assist with ensuring patients are prepared for upcoming appointments.
• Monitor and respond to voicemails and incoming faxes and complete callbacks as needed.
• Assist with entering orders and referrals to support scheduling processes.
• Route calls and messages to the appropriate department or team member.
• Work closely with team members to maintain organized schedules and provide timely assistance.

Skills

Customer service

Communication

Organizational skills

Education

High School Diploma or GED

Tools

EPIC

Job description

Patient Experience Representative - Contact Center

Description:
Patient Experience Representative - Contact Center for a confidential client. The ideal candidate will have strong customer service, communication, and organizational skills and be comfortable working in a busy, fast-paced environment.

• Answer a high volume of incoming calls in a professional and courteous manner
• Schedule appointments, manage scheduling work queues, and assist with waitlists
• Assist patients with questions regarding upcoming or previously scheduled appointments
• Provide appointment details and pre-test instructions when applicable
• Accurately document calls, scheduling information, and other interactions
• Make confirmation calls and assist with ensuring patients are prepared for upcoming appointments
• Monitor and respond to voicemails and incoming faxes and complete callbacks as needed
• Assist with entering orders and referrals to support scheduling processes
• Route calls and messages to the appropriate department or team member
• Work closely with team members to maintain organized schedules and provide timely assistance

Qualifications:

• High School Diploma or GED required
• 1-2 years of related work experience preferred
• Previous patient scheduling, call center, or EPIC experience is a plus
• Excellent telephone etiquette and customer service skills
• Strong professional and compassionate communication skills
• Ability to handle a high volume of calls while maintaining accuracy
• Comfortable using computers and learning multiple systems and workflows
• Dependable with consistent attendance
• Ability to remain calm and professional in a fast-paced environment