Patient Care Representative, Bilingual Preferred

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Manage both inbound and outbound communications for healthcare clients.

• Address and process incoming calls with professionalism and courtesy.

• Schedule, confirm, and adjust patient appointments in accordance with client protocols.

• Verify patient demographics, insurance details, and other critical information in the system.

• Respond to patient inquiries and accurately relay complete messages.

• Escalate urgent calls to the relevant clinical or administrative personnel.

• Adhere to account-specific scripts and protocols.

• Offer clear, compassionate information to patients and clients.

• Uphold confidentiality and adhere to HIPAA and other healthcare regulations.

• Accurately document call activities in the specified systems.

• Achieve or surpass metrics related to call quality, average handle time, adherence, and patient satisfaction.

• Identify and communicate trends, potential issues, and opportunities for process improvements to leadership.

• Engage in assigned training, booster sessions, and cross-training initiatives.

• Collaborate with peers and be receptive to coaching.

⛳️ Requirements

• High school diploma or equivalent qualification.

• A minimum of 1 year of experience in a call center or customer service role.

• At least 1 year of experience with EHR systems.

• A minimum of 1 year of remote working experience.

• 1 year of experience in the healthcare field.

• Excellent verbal and written communication skills.

• Strong active listening abilities and empathy, especially under pressure.

• Capacity to multitask, remain organized, and thrive in a fast-paced environment.

• Proficient with telephony systems, with a preference for Genesys Cloud CX (Web Agent).

• Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace.

• Bilingual in Spanish/English or other languages is preferred.

• Knowledge of medical terminology or insurance verification is advantageous.

• Consistent attendance, accountability, and a willingness to accept feedback and coaching.

• Access to a computer with reliable high-speed internet, a headset, and various telephony/ACD, EHR/EMR, CRM, QA, and workforce tools.

• A distraction-free, noise-controlled environment for remote work.

• Capability to engage in camera-on training and meetings when required.

• Ability to comply with security and privacy standards when handling PHI.

• Capacity to manage prolonged sitting and computer use, frequent talking and listening, and occasional standing, bending, or reaching.

🏝️ Benefits

• Opportunity for full-time remote work.

• Work schedule from Monday to Friday, 11AM to 8PM EST.

• Access to training, booster sessions, and cross-training opportunities.

• Reasonable accommodations provided for individuals with disabilities.