Patient Services Representative

Alpine Physician Partners; McAllen (TX); Hybrid; USD 22,000 - 33,000; Full time

Job summary

Alpine Physician Partners in McAllen, TX, seeks a Patient Services Representative (Call Center) to deliver exceptional patient service, manage high call volumes, schedule appointments, and coordinate with medical staff. This role blends hybrid/remote work with an onsite training period.

The ideal candidate has strong communication, is detail-oriented, and comfortable using EHR systems and scheduling software.

Qualifications

• At least two years in a high-volume call center.
• Excellent verbal and written English; Spanish preferred.
• Professional demeanor in stressful environments.
• Proficient with computer systems and scheduling software.
• Strong organization and multitasking abilities.
• Empathy and patience in patient interactions.
• Knowledge of medical terminology is preferred.
• High school diploma or equivalent.
• Medical receptionist training/certification is a plus.

Responsibilities

• Handle incoming calls from patients and providers professionally.
• Gather accurate information and respond to inquiries.
• Route calls to appropriate departments.
• Schedule patient appointments and manage the calendar.
• Input and update patient demographics and insurance details in EHR.
• Maintain confidentiality and privacy compliance.
• Facilitate communication between patients and medical staff.
• Address patient concerns and resolve scheduling conflicts.
• Stay updated on office protocols and participate in trainings.

Skills

Bilingual English/Spanish

Empathy

Multitasking

Organizational skills

Professionalism

Communication

Customer service

Education

High school diploma or equivalent

Medical receptionist training

Tools

EHR system

Scheduling software

Job description

We’re committed to bringing passion and customer focus to the business.

Job Description:

We seek a highly organized and compassionate Patient Services Representative (Call Center Representative) to join our centralized call center team. As a Patient Services Representative, you will be pivotal in providing exceptional customer service and administrative support to patients, healthcare professionals, and external stakeholders. Your primary responsibility will be efficiently managing incoming calls, scheduling appointments, and facilitating communication between patients and medical staff. The ideal candidate should possess excellent communication skills, attention to detail, and the ability to handle high call volumes with professionalism and empathy.

Location

The candidate can work in a Hybrid/Remote capacity in McAllen, TX area. The position will require individuals to be onsite for the first 30 days for training in the McAllen, TX, area.

If located outside of the McAllen, TX area, we will consider remote TX based candidates.

Key Responsibilities:

Call Management:

• Handle incoming calls from patients, healthcare providers, and external partners courteously and professionally.
• Listen actively, gather accurate information, and respond appropriately to inquiries, appointment requests, and general questions.
• Route calls to appropriate departments or medical staff as needed.

Appointment Scheduling:

• Effectively schedule patient appointments, consultations, and follow-up visits based on availability and medical staff preferences.
• Coordinate and manage the appointment calendar to ensure efficient utilization of medical resources.
• Provide patients with essential appointment information, such as location, time, and pre-visit instructions.

Patient Information Management:

• Input and update patient demographic information, medical history, and insurance details accurately in the electronic health records (EHR) system.
• Maintain confidentiality and adhere to privacy regulations while handling sensitive patient information.

Communication Facilitation:

• Liaise between patients and medical professionals to convey messages, requests, and follow-up information.
• Communicate effectively with various healthcare departments to relay urgent messages and coordinate patient care.

Problem Solving:

• Address patient concerns, complaints, and inquiries patient-centered and empathetically.
• Collaborate with relevant departments to resolve scheduling conflicts and logistical issues.

Training and Compliance:

• Stay updated on medical office protocols, scheduling procedures, and relevant industry regulations.
• Participate in ongoing training sessions to enhance customer service skills and knowledge of medical practices.

Qualifications:

• At least two years of experience working in a high-volume call center environment. Preferred
• Excellent verbal and written communication skills in English and Spanish preferred.
• High level of professionalism working with others in stressful environments across virtual locations.
• Proficient in using computer systems and scheduling software.
• Strong organizational skills and the ability to multitask effectively.
• Empathy and patience when dealing with patients and their families.
• Knowledge of medical terminology and procedures is preferred.
• Adherence to patient confidentiality and data protection regulations.
• High school diploma or equivalent; additional medical receptionist training or certification is a plus.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!