Call Center Representative

We are seeking an experienced Patient Services Representative to join a fast-paced healthcare call center team. This position serves as an important first point of contact for patients and requires someone who can provide excellent customer service while efficiently managing a high volume of inbound calls.

The ideal candidate has strong call center or customer service experience, excellent communication skills, and the ability to remain professional and organized while handling multiple patient needs. Spanish bilingual skills are preferred.

Key Responsibilities

+ Handle approximately 6080 incoming calls per day from patients, insurance companies, vendors, and other medical facilities.

+ Provide excellent customer service by professionally greeting callers, actively listening, identifying their needs, and ensuring appropriate resolution or follow-up.

+ Schedule, reschedule, edit, and cancel patient appointments according to established clinic procedures.

+ Respond to appointment requests received by phone, SMS, and the Patient Portal.

+ Accurately screen and route patient calls to the appropriate departments.

+ Complete patient registration, appointment scheduling, and follow-up scheduling within the Electronic Medical Record (EMR) system.

+ Take clear, detailed, and accurate patient messages using internal communication templates.

+ Answer patient questions and assist with appointment-related needs.

+ Maintain effective communication and positive working relationships with team members and other departments.

+ Develop a strong understanding of available healthcare programs and services to appropriately assist patients.

+ Meet established departmental productivity and quality standards.

+ Perform other duties as assigned.

Qualifications

+ High school diploma or GED required

+ Minimum of 3 years of customer service and/or call center experience

+ Healthcare or patient service experience strongly preferred

+ Experience working in a high-volume inbound call center environment

+ Fluent English communication skills, both written and verbal

+ Exceptional phone etiquette and customer service skills

+ Excellent interpersonal and communication skills

+ Strong attention to detail and ability to accurately document patient information

+ Ability to type at least 35 WPM with 90% accuracy

+ Comfortable learning and navigating EMR and other computer-based systems

+ Bilingual Spanish preferred

+ Demonstrated history of reliability and stability in previous positions

Schedule & Work Environment

+ 100% onsite

+ Training schedule is expected to align with the trainer's schedule, historically approximately 8:00/8:30 AM5:00 PM

+ Following training, the anticipated regular schedule is approximately 10:00 AM6:30 PM

+ High-volume healthcare call center environment

What We're Looking For

We're looking for someone who genuinely enjoys helping people and understands how important a positive interaction can be for a patient. You'll be successful in this position if you're comfortable handling a steady volume of calls, can communicate with empathy and professionalism, and can balance excellent customer service with accuracy and efficiency.

Healthcare experience is valuable, but strong call center and customer service experience combined with excellent communication skills will be especially important for success in this role.

Job Type & Location

This is a Contract to Hire position based out of San Diego, CA.

Pay and Benefits

The pay range for this position is $25.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements…