Outbound Patient Services Representative

Job Summary

The Outbound Appointment Setting Navigator (Base and Bonus) is responsible for driving best‑in‑class experience with callers through our different modes of communication that represents the Aylo brand. The Navigator will also perform essential functions as assigned.

• Makes outbound patient calls to set a variety of medical appointments per day while providing high‑quality patient care and customer service.
• Interacts with callers in a prompt, pleasant, and helpful manner.
• Determines needs of callers and provides instructions or directions as needed.
• Schedules and/or reschedules appointments for patient office visits and procedures.
• Collaborates with different offices to drive resolution for patient/caller issues.
• Supplies callers with adequate and accurate information such as addresses and provider details.
• Coordinates urgent patient requests and reports problems or irregularities to the Contact Center Leader.
• Collects and records accurate patient information in CRM.
• Assists callers with questions regarding patient appointments or cancellation requests.
• Meets or exceeds quality and productivity standards as set by the Contact Center Leader.
• Answers emails and voicemails in a timely and efficient manner.
• Participates in staff meetings as directed by the Call Center Leader.
• Abides by and promotes HIPAA compliance; maintains strict confidentiality of patient information.
• Displays a professional, outgoing, warm, and helpful attitude when communicating with patients, co‑workers, and physicians.
• Communicates clearly with patients and coworkers through the telephone, email, and in‑person.
• Interprets and applies clinical and non‑clinical policies and procedures.
• Performs any other duties or special projects as assigned.

• High School graduate or equivalent.
• 3+ years of Contact Center or Customer Service experience.
• Entry‑level working knowledge of Microsoft Office Suite (Outlook and MS Word).
• Contact Center experience in a healthcare setting preferred.
• Remote experience preferred.
• Previous experience with eClinical Works electronic medical records software is a plus.
• Ability to sit and talk for extended periods of time (up to 8 hours at a time).
• Ability to use fingers for operating telephone, writing, and computer entry and to hear normal conversation by phone.

• Medical insurance with prescription drug coverage
• Dental insurance
• Vision insurance
• Company‑paid child care
• Company‑paid basic life insurance
• 401(k) with company match
• Dependent Care Flexible Spending Account
• Healthcare Flexible Spending Account

Aylo Health is an Equal Opportunity Employer.