Patient Care Representative

Job Summary

The Patient Care Representative serves as the first point of contact for patients calling the practice. This position is responsible for answering incoming calls, assisting patients with scheduling, messages, and general inquiries, and making outbound calls as needed. The representative ensures that all patient interactions are handled professionally, accurately, and with exceptional customer service to support positive patient experiences and efficient clinic operations.

• Answer high volumes of incoming calls in a courteous, professional, and timely manner.
• Schedule, reschedule, and cancel patient appointments according to provider protocols and availability.
• Accurately verify and update patient demographics, insurance, and contact information.
• Route calls, messages, and tasks to the correct department or staff member as appropriate.
• Make outbound calls for appointment confirmations, referral follow‑ups, and other patient needs.
• Provide general information about practice services, locations, and hours.
• Document all patient interactions clearly and accurately in the electronic medical record (EMR).
• Follow HIPAA guidelines to protect patient privacy and confidentiality.
• Assist with managing voicemail, inbox messages, and other communication channels within response time standards.
• Collaborate with clinical and administrative teams to ensure smooth patient flow and communication.
• Participate in training sessions and team meetings to stay current on practice updates, scheduling protocols, and insurance changes.

• Excellent verbal and written communication skills.
• Strong customer service focus with a calm and professional phone demeanor.
• Ability to multitask in a fast‑paced, high‑volume environment.
• Detail‑oriented with strong organizational and time‑management skills.
• Comfortable with technology, including EMR systems, phone systems, and Microsoft Office applications.
• Team‑oriented and adaptable to changing workflows or priorities.

• Primarily sedentary, office‑based position using a computer and phone for extended periods.
• Requires ability to remain focused and composed during stressful or high‑volume periods.
• Standard office hours vary from 7:30 am‑5:30 pm, 7:30 am‑5:00 pm or 8 am‑5 pm.

• High school diploma or equivalent required; medical office or customer service training preferred.
• 1–2 years of call center or healthcare experience required (orthopedic or specialty practice experience preferred).
• Knowledge of medical terminology, insurance verification, and EMR systems strongly preferred.