Healthcare Customer Service Representative

Perlmutter Eye Center & Perlmutter Dermatology•Albany, NY

8h•Onsite

About The Position

The Patient Access Specialist is the primary telephone contact for patients and helps create a positive first impression of the practice. The role manages high call volumes, schedules appointments, and responds to patient inquiries professionally and efficiently. Although primarily phone-based, the specialist is cross-trained in front desk functions to support patient flow and operational needs. The position is based in Albany and may require coverage at the practice’s other office locations.

Requirements

High school diploma or equivalent.
Excellent interpersonal, verbal, and written communication skills.
Ability to manage multiple tasks efficiently and accurately.
Customer service experience, over the phone or in person.
Flexibility to travel among the Albany, Clifton Park, and Troy office locations during the workday.

Nice To Haves

Previous experience in a medical setting; ophthalmology experience is a plus.
Proficiency with EHR systems; ModMed experience is a plus.
Knowledge of medical terminology, especially related to eye care.
Bilingual skills in Spanish or another language.

Responsibilities

Answer incoming calls promptly and professionally, identify and prioritize emergencies, and return voicemails in a timely manner.
Respond to patient questions about appointments, billing, and procedures, and provide general information about services, providers, office policies, and appointment preparation.
Triage calls and route tasks to clinical or administrative staff as appropriate.
Maintain a high call-answering rate and contact waitlisted patients to fill open appointment slots.
Schedule, reschedule, and cancel appointments accurately, including appointments for referred patients; coordinate referral details with referring offices using the referral spreadsheet.
Enter patient information accurately into EHR and scheduling systems and review and update patient charts.
Make appointment confirmation calls and complete follow-up communications.
Address patient concerns empathetically and escalate them when appropriate.
Greet and check in patients, maintain patient tracking in waiting areas, and collect or verify patient demographic information.
Verify insurance coverage and obtain prior authorizations or referrals as needed.
Coordinate with clinical staff to support smooth patient flow and minimize wait times.
Prepare, scan, and upload medical documents and manage related documentation tasks.
Keep the front desk and waiting area clean, organized, and sanitized, including end-of-day cleaning duties.
Follow HIPAA guidelines and maintain patient confidentiality.
Provide coverage at the practice’s Albany, Clifton Park, and Troy office locations as needed during the workday.