Patient Care Representative (PCR) – Part-Time | Remote | Bilingual (Spanish/English)
As a Patient Care Representative, you will handle inbound and outbound calls for healthcare clients, schedule and reschedule appointments, verify patient information, and provide assistance based on client protocols. You will play a key role in supporting patients while ensuring HIPAA compliance and maintaining a high standard of customer service.
Key responsibilities include:
- Answer and process all inbound calls in a courteous and professional manner.
- Schedule, confirm, or reschedule patient appointments according to client protocols.
- Verify patient demographics, insurance, and other key information accurately in the system.
- Handle patient inquiries, take and relay complete messages, and escalate urgent calls to appropriate clinical or administrative staff.
- Follow account-specific scripting and protocols; provide clear, compassionate information to patients and clients.
- Maintain confidentiality and comply with HIPAA and other healthcare regulations.
- Document all call activity accurately and completely in the designated system(s).
- Meet or exceed performance metrics such as call quality, average handle time (AHT), adherence, and patient satisfaction/CSAT.
- Identify and report trends, potential issues, and opportunities for process improvement to leadership.
Qualifications include:
- High school diploma or equivalent.
- 1+ years of call center or customer service experience (healthcare experience a plus).
- Strong verbal and written communication; active listening and empathy under pressure.
- Ability to multitask, stay organized, and work in a fast-paced environment.
- Proficiency with telephony systems; experience with Genesys Cloud CX (Web Agent) strongly preferred.
- Familiarity with call center technologies, EHR/EMR software, and Microsoft Office/Google Workspace.
- Bilingual (Spanish/English or other languages) preferred.
- Knowledge of medical terminology or insurance verification is a plus.
- Reliable attendance, accountability, and openness to feedback and coaching.
Tools & equipment include:
Computer with reliable high-speed internet, headset, and access to telephony/ACD, EHR/EMR, CRM, QA, and workforce tools; standard office applications (email, spreadsheets, word processing).
Remote work expectations include:
- Maintain a distraction-free, noise-controlled work environment; professional conduct on calls at all times.
- Camera-on participation for training and meetings, as requested by leadership.
- Adhere to dress code expectations (e.g., scrubs for agents; business casual for leaders) when applicable.
- Follow security and privacy standards when accessing systems and handling PHI.
Performance & development include:
- Achieve quality assurance and KPI goals (e.g., QA score, AHT, adherence, CSAT).
- Participate in training, booster sessions, and cross-training as assigned.
- Contribute to a positive, team-oriented culture; support peers and accept coaching.
Physical requirements include:
Prolonged periods of sitting and computer use; frequent talking and listening on the phone. Occasional standing, bending, or reaching. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work environment includes:
Professional remote work environment requiring flexibility, adaptability to change, and the ability to manage stress while maintaining excellent patient service.
Equal Opportunity & Disclaimer:
We are an equal opportunity employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required; duties may change at any time with or without notice.