Patient Services Representative, Call Center Primary Care

Scheduled Weekly

Hours:

40

Monday - Friday (8:30am - 5pm)
The Patient Services Representative serves as a primary point of contact for patients calling a medical office. This role is responsible for delivering excellent customer service by professionally handling incoming calls, scheduling appointments, addressing patient inquiries, and supporting clinical and administrative teams. The Patient Services Representative plays a critical role in ensuring a positive patient experience while maintaining accuracy, confidentiality, and efficiency in a fast paced call center environment.

Education/Training High school Diploma or equivalent required

Licenses/Certification: N/ARequired

Qualifications and Skills:

Minimum of 1 year of experience in customer service or call center experience

Excellent customer service and patient navigation skills.

Ability to professionally interact with patients, families, and healthcare staff with discretion and empathy

Effective interpersonal skills and ability to work in a team-oriented environment

Strong verbal and written communication skills

Ability to multitask, manage time effectively, and work in a fast‑paced call center environment

Proficient in Microsoft Office (Word, Excel, Outlook) and general computer systems

Strong attention to detail with the ability to document accurately and efficiently

Ability to maintain patient confidentiality and comply with HIPAA and organizational privacy standards

Preferred

Qualifications and Skills:

Prior experience in a healthcare setting, preferably in a medical office or call center environment

Previous experience scheduling patient appointments and managing high call volumes

Familiarity with electronic health record (EHR) systems and medical scheduling software

Knowledge of medical terminology and clinical workflows

Experience verifying insurance eligibility, obtaining authorizations, or handling referrals

Strong customer service skills with the ability to demonstrate empathy and professionalism when interacting with patients

Excellent verbal communication, active listening, and problem-solving skills

Ability to multitask, prioritize effectively, and work efficiently in a fast‑paced environment

Strong attention to detail and accuracy in data entry and documentation

Essential Job Functions:

Professionally answer and manage a high volume of inbound and outbound patient calls in a timely manner

Schedule, reschedule, and cancel patient appointments accurately according to provider availability and office protocols

Answer patient inquiries in a professional, empathetic, and patient-centered manner

Assist patients with questions related to medications, refills, and general care coordination

Verify insurance information and support authorization processes

Document all patient interactions accurately and thoroughly in the electronic health record (EHR) system

Provide appointment confirmations, directions, and pre-visit instructions (including labs or imaging requirements)
Collaborate effectively with clinical and administrative teams to support patient care and office operations

Escalate complex issues appropriately to ensure timely resolution

Identify opportunities for process improvement and contribute to enhancing the patient experience

Participate in training sessions, team meetings, and onboarding of new staff

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Age and Diversity Related Criteria:

Consistently treats patients, colleagues, and visitors with dignity and respect, while being sensitive to the differing needs of all age groups, backgrounds, characteristics, and cultures.

Ability to Fulfill Job Expectations:

Must have the ability to perform the essential functions of the position, including required work hours, locations, and physical demands, without posing a direct threat to the health and safety of themselves or other individuals in the workplace, and with or without reasonable accommodation.

Physical Demands:

Ability to sit for…