Patient Services Agent​/Representative; Customer Service

Patient Services Agent / Representative (Customer Service)

Schedule:

Mon – Fri, 8am – 5pm The Patient Service Representative provides customer service to the company's Medicare and Medicaid members to ensure patient satisfaction.

Duties and Responsibilities

• Answer telephone calls in a timely and polite manner, preferably within three rings.
• Make follow up calls regarding PCP appointments.
• Ensure that reminder calls are made.
• Assist with new PCP appointments if needed.
• Call patients regarding missed appointments in order to improve services and customer experience.
• Produce No Shows Report and submit to the Director of Patient Services which will be provided to upper management.
• Make welcome call to inquire about the level of satisfaction with CMG's services and current health plan.
• Assist in anything patients require – from checking enrollment status to making PCP appointments.
• Help clear any lack of information or follow up by the Broker.
• Ensure that a tour of the center was given at the time of enrollment.
• Produce Daily Reports regarding the progress of the call sessions.
• Check of status of PCP appointment.

Key Responsibilities

• Deliver high-touch, white-glove customer service to patients and seniors with patience, empathy, and professionalism
• Manage 70–100+ inbound patient calls daily while maintaining quality and efficiency
• Navigate multiple systems simultaneously, including EHR platforms, scheduling systems, insurance verification tools, and telehealth applications
• Verify and update patient demographics, insurance information, and medical records accurately
• Schedule appointments, coordinate follow-up care, and assist patients with healthcare navigation
• Communicate important patient updates and concerns to providers and clinical teams promptly
• Maintain detailed and accurate documentation while ensuring HIPAA compliance at all times
• Resolve patient concerns with compassion and a solutions-oriented approach
• Create a positive and supportive experience for every patient interaction

Qualifications Education/

Experience:

• Must have High school diploma or equivalent.
• Prior experience in customer service and/or clinical setting.
• MS Office programs experience.
• Bilingual skills (English/Spanish).

Skills

• Use relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines and standard accepted practices
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to work with individuals within and outside the organization, in professional and courteous manner.
• Must develop constructive and cooperative working relationships with others.
• Understand written sentences and paragraphs in work related documents.
• Strong ability to use independent judgment and initiative.
• Organized and able to manage competing priorities.
• Resourcefulness in problem solving.
• Actively look for ways to help people.
• Strong written and verbal communications skills.
• Knowledge of medical terminology.
• Must be extremely detail oriented.
• Strong organizational and interpersonal skills.
• Knowledge of EHR preferred.
• Bilingual skills (English/Spanish).
• Must develop constructive and cooperative working relationships with others.

What We're Looking For

• Strong customer service and communication skills
• Ability to multitask and remain organized in a high-volume call center environment
• Experience working with seniors, Medicare patients, healthcare, or customer support preferred
• Comfortable navigating multiple systems and technology platforms in real time
• Detail-oriented with strong problem-solving abilities
• Passion for helping others and delivering exceptional patient care experiences

Nature of Work

• Job duties are routine in nature, but situations may very occasionally; policy and procedure provide direction for solving non-routine situations.
• Job duties involve routine interaction with others. Contacts are generally non-confrontational.
• May be required to perform the duties of other employees, including supervisors/managers, in their absence.
• May be required to perform duties and responsibilities not listed in this description, on a temporary or long-term basis.

Working Conditions Performs work in a fast-paced office environment.

Benefits & Perks

• 17 PTO Days
• 11 Paid Holidays + 1 Floating Holiday
• Medical, Dental & Vision Insurance through United Healthcare
• 401(k) with Employer Match
• Company-Paid Life Insurance
• Career growth and professional development opportunities

Compensation / Pay Rate (Up to): $18.00 - $18.00 Per Hour